Customer Support Manager

We're working with a growing UK-based SaaS business that provides a market-leading all-in-one software platform to organisations within the leisure and visitor attractions sector. Their platform brings together bookings, EPOS, CRM, finance and operational systems into a single, scalable solution. Their technology supports critical business operations, helping customers deliver exceptional experiences while managing complex day-to-day activities.

As part of their continued growth, they are now looking to appoint a Customer Support Manager to lead their customer-facing support function and play a key role in shaping the customer experience across the business.

This is a hands-on leadership role, ideal for an experienced Customer Support Manager or Team leader professional who enjoys developing people, improving processes and acting as the bridge between technical teams and customers.

About the opportunity

You’ll take ownership of the customer support operation, leading a team that provides frontline support and dedicated account. Working closely with senior stakeholders across the business, you’ll help drive service excellence while ensuring customer issues are resolved effectively and efficiently.

Key responsibilities include

• Leading and developing the customer support team
• Establishing and maintaining high standards of customer service
• Managing customer escalations and resolving complex issues quickly
• Acting as the link between customers, the support team and engineering
• Driving service improvements across processes, systems and workflows, including greater use of automation and AI
• Supporting key accounts and joining customer meetings when needed
• Overseeing team performance and helping people grow professionally
• Working collaboratively with colleagues across the business to deliver an outstanding customer experience

Who we are looking for

• Experience as a manager or team leader for a customer support or customer service function in a SaaS company
• A track record of managing and developing support teams
• Confidence handling escalations and supporting strategic customer relationships
• The ability to translate technical detail into clear, practical solutions for customers
• Strong stakeholder management, with clear written and verbal communication
• A history of driving service improvements and operational change
• Familiarity with the Intercom (Fin) helpdesk platform

On offer is

• Private healthcare
• High‑impact role within a growing SaaS business

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