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For Companies At a Glance
- Tasks: Lead and develop a dynamic customer support team to deliver top-notch service.
- Company: Join a leading tech platform dominating the UK market with innovative SaaS solutions.
- Benefits: Enjoy a competitive salary, hybrid work, generous holiday, and enhanced benefits.
- Why this job: Be part of a fast-growing company where your ideas can make a global impact.
- Qualifications: 3+ years in customer support management, preferably in SaaS or EdTech.
- Other info: Opportunity for career progression in a supportive and innovative 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 speak confidently about how you can enhance the support function at StudySmarter.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully developed and optimised a team in the past. Be ready to discuss specific strategies you used to inspire and motivate your team members.
✨Tip Number 3
Brush up on your problem-solving and conflict-resolution techniques. Think of scenarios where you've effectively handled difficult situations, as these will demonstrate your capability to manage a busy support team.
✨Tip Number 4
If you have experience with AI solutions or SQL, be prepared to discuss how you've utilised these tools to drive performance. Highlighting your technical skills will 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 leadership roles and specific achievements that demonstrate your ability to inspire and develop a team.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer excellence and how you plan to transform the support function. Mention your experience with complex SaaS solutions and your innovative ideas for optimising team processes.
Showcase Relevant Skills: Clearly outline your problem-solving, communication, and conflict-resolution skills in your application. Provide examples of how you've used metrics to drive performance in previous roles, especially in a customer support context.
Highlight Industry Knowledge: If you have experience in EdTech or further education, make sure to mention it. Discuss how this background can contribute to understanding the user base and improving customer support strategies.
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 can apply that knowledge to optimise support processes. This will show your potential employer that you understand their product and its challenges.
✨Emphasise Problem-Solving Abilities
Prepare to discuss real-life scenarios where you've successfully resolved conflicts or solved complex customer issues. Use metrics to back up your claims, demonstrating how your problem-solving skills have led to improved customer satisfaction and team efficiency.
✨Bring Innovative Ideas
The company is looking for an 'outside the box' thinker. Come prepared with fresh ideas on how to enhance the customer support function. Whether it's new training methods or innovative use of AI solutions, showing that you can think creatively will set you apart from other candidates.
