Customer Support Manager

Customer Support Manager – Hybrid (Waterlooville)

Join a team that\’s shaping the future of customer experience in the Epos bureau space.

We\’re looking for a dynamic Customer Support Manager to lead our dedicated support team and deliver exceptional service to our clients. This is an exciting opportunity to combine hands-on leadership with strategic thinking — ensuring our customers receive outstanding service while continuously improving our processes and performance.

You\’ll play a key role in developing the team, optimising service delivery, and championing customer excellence across the business. If you thrive in a fast-paced SaaS and Epos environment, love solving challenges, and know how to motivate a team to deliver their best — this is the perfect role for you.

Key Responsibilities

• Lead, coach, and develop the Customer Support team through regular one-to-ones and performance reviews

• Monitor KPIs and SLAs to ensure service standards are consistently achieved

• Act as an escalation point for complex customer issues, ensuring quick and effective resolution

• Create and implement service procedures, policies, and training plans

• Identify trends and risks through data analysis and propose improvements

• Collaborate with internal teams and stakeholders to enhance the customer experience

• Drive a culture of accountability, collaboration, and continuous improvement

What You\’ll Bring

• 3+ years in an IT support or customer-facing role

• 3+ years\’ experience in SaaS or tech-based environments

• Proven track record of managing or leading customer support teams

• Excellent communication, organisation, and prioritisation skills

• A proactive, can-do attitude with a genuine passion for customer satisfaction

• Strong problem-solving mindset and ability to work in a fast-paced setting

Why Join Us?

At ClearCourse, we believe in empowering our people to thrive — at work and beyond. You\’ll be part of a collaborative, innovative environment where your ideas make an impact and your growth is supported.

We offer:

• Competitive salary and benefits

• 25 days holiday + your birthday off

• Private medical insurance (Bupa) & health cash plan

• Life assurance & income protection

• Enhanced parental leave & family wellbeing support

• Perkbox discounts & perks

• Generous pension contributions

• Hybrid working model (flexibility to work from home and the Waterlooville office)

Join us and lead a team that delivers service excellence, every day.

Apply now to become our next Customer Support Manager and help us redefine what great customer experience looks like.

Keywords: Customer Support Manager | SaaS | EPOS | IT Support | Service Delivery | Team Leadership | Hybrid | Waterlooville