Customer Support Manager

Customer Support Manager

Cambridge | Hybrid | 55,000 - 65,000 + Benefits

Are you a customer support leader who thrives on building high-performing teams, improving service delivery, and creating world-class customer experiences?
We're partnering with an innovative Cambridge-based technology organisation seeking a Customer Support Manager to lead and evolve their support function. This is a fantastic opportunity for someone who enjoys balancing strategic leadership with operational excellence, ensuring customers receive exceptional support across a range of software, data, and cloud-based products.
The Opportunity
As Customer Support Manager, you'll take ownership of the overall support function, leading a team of technical support specialists while working closely with senior leadership, product teams, software engineers, and commercial stakeholders.
You'll be responsible for shaping the future of customer support, implementing scalable processes, monitoring service performance, and ensuring customers across academia, life sciences, pharmaceuticals, and industry receive an outstanding experience.
Key Responsibilities

• Lead, mentor, and develop a team of technical support professionals
• Oversee daily support operations, ensuring high service standards and customer satisfaction
• Develop and execute the customer support strategy in line with business objectives
• Drive continuous improvement across support processes, systems, and workflows
• Define and track KPIs, reporting on performance and service metrics
• Maintain and enhance support tools, knowledge bases, customer portals, and self-service resources
• Work collaboratively with Product, Engineering, and Development teams to ensure customer feedback influences future product development
• Ensure smooth support for new product launches, features, and software releases
• Support commercial activities including customer trials, onboarding, and renewals
• Manage escalation processes for complex technical and scientific issues
• Ensure compliance with GDPR, data protection requirements, and internal governance standards

What We're Looking For

• Proven experience leading a customer support, technical support, or service delivery team
• Strong people management and coaching skills
• Experience developing support processes, KPIs, and service improvement initiatives
• A background supporting software products, SaaS platforms, cloud services, or technical solutions
• Excellent stakeholder management skills and the ability to work cross-functionally
• Strong analytical and problem-solving abilities
• Knowledge of customer support technologies, ticketing systems, and knowledge management tools
• A passion for delivering exceptional customer experiences

Desirable Experience

• Experience supporting cloud-hosted applications and enterprise software
• Exposure to API-based or technical software products
• Understanding of scientific, research, pharmaceutical, or data-driven environments
• Experience managing support for both on-premise and SaaS solutions
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