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- Tasks: Lead customer support operations and ensure client satisfaction with digital products.
- Company: Join Bit Zesty, a multi-award-winning UK agency delivering bespoke software solutions since 2009.
- Benefits: Enjoy 25 days annual leave, gym contributions, and fully remote work options.
- Why this job: Be part of a collaborative team that values quality, innovation, and positive social impact.
- Qualifications: University degree and 2+ years experience in supporting digital projects required.
- Other info: Potential for a permanent contract after one year.
The predicted salary is between 28000 - 32000 £ per year.
About Bit Zesty: Bit Zesty is a UK-based, multi-award-winning agency, delivering bespoke software solutions since 2009. We help clients achieve their goals through innovative software solutions tailored to their unique challenges. We believe strong relationships with colleagues and clients make us better than the sum of our parts. Committed to quality, our work positively impacts society. Fully remote since inception, we prioritise work-life balance, autonomy, flexibility, and environmental sustainability.
The Role: Being a Customer Support Manager at Bit Zesty means taking ownership of our support operations and providing excellent client service for their live digital products. It’s about collaboration, attention to detail, analytical thinking, and reliability. Reporting to the Senior Project Manager, you will work closely with a culturally diverse team of developers, UX designers, and Project Managers.
Key Responsibilities:
- Ensure client happiness by prioritising and taking responsibility for issues and requests across multiple projects.
- Analyse client issues, document requirements, and define acceptance criteria.
- Collaborate with developers and designers to resolve support issues.
- Communicate priorities, expectations, and budget constraints to the team.
- Test features to ensure deliverables meet client and quality standards.
- Monitor estimates vs. actuals and manage client expectations.
- Plan and oversee larger product improvements to meet deadlines.
- Write user stories, create estimates, and manage project boards.
- Identify risks, escalate issues, and produce incident reports.
- Ensure time logging and prepare reports for invoicing purposes.
- Develop training materials to support team members.
- Communicate timelines, issues, outcomes, and costs to clients via email, phone, and online meetings.
- Support the project management and senior management teams as needed.
To succeed in this role, you should be:
- Educated to a university degree level (1st or upper second class).
- Experienced supporting clients with digital projects (for example, software builds, SaaS, marketing websites, e-commerce sites) for at least 2 years.
- Passionate about technology, demonstrated through your degree or work experience.
- An effective communicator who inspires high-quality, timely work.
- Comfortable working in a fast-paced, deadline-driven environment.
- Organised, detail-oriented, and proactive in following up on tasks.
- Friendly and genuinely interested in the needs of clients, the team, and the business.
What We Offer:
- Annual Leave: 25 days + UK bank holidays + your birthday off.
- Health & Fitness: Contribution towards gym memberships or fitness apps.
- Healthcare Cash Plan.
- Social Events & Mindfulness: Regular virtual team socials and mindfulness practices.
- Fully Remote Working: To promote balance and reduce environmental impact.
- Contract: One-year contract with a possibility of becoming permanent.
- Salary: £35,000 - £40,000 depending on relevant experience.
How To Apply:
If you’re interested and based in the UK, press “Apply” to submit your CV!
Customer Support Manager (SaaS/Software) employer: Bit Zesty Ltd
Contact Detail:
Bit Zesty Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Manager (SaaS/Software)
✨Tip Number 1
Familiarise yourself with Bit Zesty's core values and mission. Understanding their commitment to quality and client relationships will help you align your responses during interviews, showcasing how you can contribute to their goals.
✨Tip Number 2
Highlight your experience in managing client support for digital projects, especially in SaaS environments. Be ready to discuss specific examples where you've successfully resolved client issues or improved processes, as this will demonstrate your capability for the role.
✨Tip Number 3
Prepare to discuss your analytical thinking skills. Since the role involves analysing client issues and defining acceptance criteria, think of instances where your analytical approach led to successful outcomes in previous positions.
✨Tip Number 4
Showcase your communication skills by preparing to explain how you manage expectations and communicate with diverse teams. Being able to articulate your strategies for effective communication will be key in demonstrating your fit for the collaborative environment at Bit Zesty.
We think you need these skills to ace Customer Support Manager (SaaS/Software)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support, particularly in SaaS or software environments. Emphasise your analytical skills and any experience with digital projects to align with the job requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for technology and your commitment to client satisfaction. Mention specific examples of how you've successfully managed client relationships and resolved issues in previous roles.
Highlight Relevant Skills: In your application, clearly outline your organisational skills, attention to detail, and ability to work in fast-paced environments. Use bullet points to make these skills stand out and relate them directly to the responsibilities listed in the job description.
Showcase Communication Abilities: Since effective communication is key for this role, provide examples of how you've communicated with clients and team members in the past. This could include managing expectations, providing updates, or resolving conflicts.
How to prepare for a job interview at Bit Zesty Ltd
✨Showcase Your Client-Centric Approach
As a Customer Support Manager, your ability to prioritise client happiness is crucial. Be prepared to share specific examples of how you've successfully managed client relationships and resolved issues in the past.
✨Demonstrate Analytical Thinking
Highlight your experience in analysing client issues and documenting requirements. Discuss how you define acceptance criteria and ensure that deliverables meet quality standards, as this will show your attention to detail.
✨Emphasise Collaboration Skills
Since you'll be working closely with developers and designers, it's important to demonstrate your collaborative spirit. Share instances where you've effectively communicated priorities and expectations within a team setting.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities in real-time scenarios. Think about potential challenges you might face in the role and how you would address them, particularly in a fast-paced environment.
