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For Companies At a Glance
- Tasks: Lead a dynamic customer support team and enhance service excellence.
- Company: Join a top tech platform dominating the UK market with innovative SaaS solutions.
- Benefits: Enjoy a competitive salary, hybrid work, generous holiday, and wellness perks.
- Why this job: Be part of a fast-growing company making a global impact while developing your leadership skills.
- Qualifications: 3+ years in customer support management, preferably in SaaS or EdTech.
- Other info: Opportunity to innovate and implement new ideas in a supportive environment.
The predicted salary is between 36000 - 60000 £ per year.
The Company:
- Global leading technology platform that has captured 80% of it\’s UK target market.
- Technology that millions rely on! These guys are shaping the future of this space.
- Complex, multi‑module SaaS platform that’s fast becoming the go‑to choice in its industry.
- Rapid-growth plans, where ideas turn into global impact.
The Opportunity:
As the Customer Support Manager, you\’ll help to transform the support function and build a world-class team that delivers customer excellence at every touchpoint. Be prepared to demonstrate how it’s done – this is very much a ‘hands-on’ role!
This is a fantastic opportunity to take solid foundations and further train, develop, and optimise your team.
Whilst leading the day-to-day activities of this busy support team, meeting SLAs and OKRs, assessing trends, and working with wider teams, you’ll collaborate with the VP of Customer to optimise team structure, processes, and best practice, whilst championing coaching and development of your team!
The Ideal Candidate:
- 3+ years’ experience managing a customer support team within the SaaS sector.
- Experience working with more complex SaaS solutions (multi-product/module).
- Experience within EdTech or further education (either directly or as a user base).
- A genuine leadership mentality: someone who can inspire from the front and develop the team around them.
- An ‘outside the box’ thinker! We are seeking someone who brings new ideas and the confidence to execute them.
- Excellent problem-solving, communication, and conflict-resolution skills.
- The ability to use metrics to drive performance and decision-making. Any experience with AI solutions is beneficial.
- Experience with ITIL or similar frameworks is advantageous.
- Experience and proficiency with SQL.
The Package:
- A base salary up to £60,000, plus bonus.
- 25 days’ holiday, plus bank holidays, plus wellbeing/charity days.
- Hybrid working (3x days in the MK office)
- Enhanced pension, maternity/paternity, and sick pay.
- And more!
ABR Talent are specialist recruitment partners supporting start-up and scale-up SaaS businesses with ‘growth engine’ roles such as Customer Success, Sales, Account Management, and Support. If you are looking to progress your career in this space, get in touch!
Customer Support Manager employer: ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses
Contact Detail:
ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Manager
✨Tip Number 1
Familiarise yourself with the latest trends in customer support within the SaaS sector. Understanding the nuances of multi-module solutions will help you demonstrate your expertise during discussions.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've inspired and developed teams in previous roles. Be ready to discuss specific strategies you've implemented to enhance team performance.
✨Tip Number 3
Brush up on your problem-solving and conflict-resolution techniques. Prepare to share real-life scenarios where you've successfully navigated challenges, as this will highlight your capability in a hands-on role.
✨Tip Number 4
If you have experience with AI solutions or ITIL frameworks, be sure to emphasise this during your conversations. These skills are highly relevant and can set you apart from other candidates.
We think you need these skills to ace Customer Support Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in managing customer support teams, particularly within the SaaS sector. Emphasise any relevant achievements and metrics that demonstrate your ability to drive performance.
Craft a Compelling Cover Letter: In your cover letter, showcase your leadership mentality and problem-solving skills. Provide specific examples of how you've transformed support functions or developed teams in previous roles, especially in complex SaaS environments.
Highlight Relevant Experience: Clearly outline your experience with multi-product/module SaaS solutions and any familiarity with EdTech. Mention any experience with AI solutions or ITIL frameworks, as these are advantageous for the role.
Showcase Your Communication Skills: Since excellent communication is key for this role, ensure your application reflects your ability to communicate effectively. Use clear and concise language, and consider including examples of successful conflict resolution or team collaboration.
How to prepare for a job interview at ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses
✨Showcase Your Leadership Skills
As a Customer Support Manager, it's crucial to demonstrate your leadership mentality. Prepare examples of how you've inspired and developed your team in previous roles. Highlight specific instances where your leadership made a tangible impact on team performance.
✨Understand the SaaS Landscape
Familiarise yourself with the complexities of multi-module SaaS solutions. Be ready to discuss your experience with similar platforms and how you’ve navigated challenges in the past. This will show that you can hit the ground running in this fast-paced environment.
✨Emphasise Problem-Solving Abilities
Prepare to discuss your approach to problem-solving and conflict resolution. Use real-life scenarios to illustrate how you've effectively handled customer issues or team conflicts, showcasing your ability to maintain customer excellence under pressure.
✨Leverage Metrics for Performance
Be prepared to talk about how you've used metrics to drive performance and decision-making in your previous roles. Discuss specific KPIs you've tracked and how they influenced your team's success, demonstrating your analytical skills and data-driven mindset.
