Product Support Manager

We\’repartneringwithafast-growingUKSaaSbusinessonapivotalProductSupportManagerhire.You\’llleadday-to-daysupportoperations,raisethebaronservicequality,andturncustomerfeedbackintoproductimprovements,allwhilehelpingascalingplatformkeepusershappyandengaged.RoleOverview: Location: LeedsCityCentre/Hybrid(2+daysperweek)Package: £35,000–£40,000perannum&benefitsIndustry: CyberSecurity/SAASWhatYou\’llBeDoing: Owningthesupportfunctiondaytoday,workflows,staffing,prioritiesandstandards.Settingandtrackingperformancemetrics(thinkSLA,CSAT,first/averageresponsetimes)andactingonthedata.Handlingescalationswithempathyandpace;ensuringcustomersleaveeveryinteractionbetterthantheyarrived.PartneringwithProducttosurfaceissues,prioritisebugs,andfeedinsightbackintotheroadmap.Buildingandrefiningknowledgebasesforcustomersandinternalteams.Spottingtrends,recurringproblemsandautomationopportunitiestoscalesupportefficiently.Coordinatingcommsandresponseduringincidents/outages;keepingstakeholdersintheloop.WorkingcloselywithCustomerSuccessandSalestoprotectretentionandsatisfaction.MainSkillsNeeded: 3–5+yearsincustomer/technicalsupportintheSAASsectorExperiencebeingthesolepointofsupportforcustomersorleadingateam.Strongdiagnosticsmindset:comfortabletroubleshooting,interpretingdataandimprovingprocesses.Provenexperiencebeingclient-facingandprovidingsupportacrossphone,emailandvideo.Hands-onwithmodernsupportstacks(e.g.Zendesk/Intercom),ticketingandproducttooling(Jira),andCRM(Salesforce).Calm,clearcommunicatorwhomanagesescalationswithprofessionalismandcare.Experienceinhigh-growth/scale-upenvironments;M365/ADorGoogleWorkspaceadmin;familiaritywithcloud,SQLandreportingwouldbedesirable.Experienceinaproductsupportwouldbebedesirable.Individualwithapassionforproblem-solving!What\’sinItforYou: Competitivesalarywithregularreviews,pluspensionand25days\’holiday.Exceptionalopportunitytostepintoanewlycreatedrolewithcareerdevelopmentavailable.Personaldevelopmentfundforcourses,certificationsandconferences.Flexiblehybridset-upfromacentralLeedslocation,withafriendly,people-firstculture.Regularsocialsandthechancetoshapehowagrowingsupportfunctionoperates.CalltoAction: We\’llkeepthissimple:ifitsoundsgood,getintouch.Weareanequalopportunityemployerandvaluediversityatourcompany.Wedonotdiscriminateonthebasisofrace,religion,colour,nationalorigin,gender,sexualorientation,age,maritalstatus,veteranstatus,ordisabilitystatus.ByapplyingyouareconfirmingyouarehappytobeaddedtotheAdditionSolutionsmailinglistregardingfuturesuitablepositions.Youcanoptoutofthisatanytimesimplybycontactingoneofourconsultants.

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