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For Companies At a Glance
- Tasks: Lead and mentor a dynamic support team while driving performance and customer satisfaction.
- Company: Join a growing UK support function focused on people-first leadership and innovation.
- Benefits: Enjoy a competitive salary, hybrid work options, and opportunities for professional growth.
- Why this job: Shape a new role in a fresh environment and make a real impact on customer experience.
- Qualifications: Experience managing support teams in fast-paced settings; ERP background is a plus but not essential.
- Other info: Two-stage interview process with immediate openings for eager candidates.
The predicted salary is between 36000 - 60000 £ per year.
Job Description
Support Manager
Hemel Hempstead (Hybrid – 3 days per week on site)
Competitive Salary + Benefits
We’re looking for a people-first Support Manager to take on a newly created role within an expanding UK support function. This is a key leadership hire—someone who can coach and develop high-performing teams, shape KPIs, and build out support operations with a customer-first mindset.
You don’t need to come from an ERP background, but you do need to bring proven experience managing support teams within a customer-facing environment—whether that’s SaaS, application support, or wider production systems. The tools and product can be taught; it’s your leadership style, performance focus, and ability to drive outcomes that will set you apart.
What you’ll be doing:
- Leading and mentoring a growing support team, embedding structure and culture
- Coaching team leads and helping them scale their own impact
- Defining and driving KPIs across service delivery and performance
- Handling escalations and ensuring a consistent, high-quality customer experience
- Supporting process improvements and enabling the future use of automation and AI in support operations
- Working closely with cross-functional teams to translate business needs into action
What we’re looking for:
- Proven experience managing support or service teams in a fast-paced, customer-driven environment
- Background in ERP, SaaS, or business-critical software platforms preferred—but not essential
- Strong grasp of KPIs, operational metrics, and continuous improvement
- Confident communicator able to work across both technical and non-technical teams
- Exposure to AI in support environments would be a big plus, though not a requirement
- Bonus points for candidates with experience in Finance, FMCG, Trade Desks, eCommerce, or stock/logistics environments
What to expect:
- Two-stage interview process (Teams + onsite in Hemel Hempstead)
- First interviews starting next week
- Final stages will take place once the hiring manager returns from leave
This is a brand-new role with no existing pipeline—it’s a great opportunity to step into something fresh and help shape the way the support function evolves.
If you’d like to hear more, drop me a message.
ERP Support Manager employer: Anson McCade
Contact Detail:
Anson McCade Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ERP Support Manager
✨Tip Number 1
Familiarise yourself with the latest trends in customer support management, especially in SaaS and ERP environments. This knowledge will help you engage in meaningful conversations during interviews and demonstrate your commitment to understanding the industry.
✨Tip Number 2
Prepare specific examples of how you've successfully led and developed support teams in the past. Highlight your leadership style and any KPIs you've implemented that improved team performance, as this will resonate well with our focus on high-performing teams.
✨Tip Number 3
Research StudySmarter's approach to customer support and think about how you can contribute to our culture and operations. Tailoring your insights to our specific environment will show that you're genuinely interested in the role and our company.
✨Tip Number 4
Network with professionals in the ERP and SaaS sectors, particularly those who have experience in support roles. Engaging with them can provide valuable insights and potentially lead to referrals, which can significantly boost your chances of landing the job.
We think you need these skills to ace ERP Support Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in managing support teams, especially in customer-facing environments. Use specific examples that demonstrate your leadership style and performance focus.
Craft a Compelling Cover Letter: In your cover letter, emphasise your ability to coach and develop high-performing teams. Mention any relevant experience with KPIs and operational metrics, and how you can contribute to the company's customer-first mindset.
Showcase Relevant Skills: Highlight any experience you have with AI, automation, or process improvements in support operations. Even if you don't have an ERP background, showcasing transferable skills from SaaS or application support will be beneficial.
Prepare for Interviews: Anticipate questions about your leadership approach and how you handle escalations. Be ready to discuss your strategies for defining and driving KPIs, as well as your experience working with cross-functional teams.
How to prepare for a job interview at Anson McCade
✨Showcase Your Leadership Skills
As a Support Manager, your leadership style is crucial. Be prepared to discuss your experience in coaching and developing teams. Share specific examples of how you've successfully led teams in the past and the impact it had on performance.
✨Understand KPIs and Metrics
Since defining and driving KPIs is a key part of the role, brush up on relevant metrics that demonstrate your understanding of service delivery. Be ready to explain how you have used KPIs to improve team performance in previous roles.
✨Emphasise Customer-Centric Mindset
This role requires a customer-first approach. Prepare to discuss how you've ensured high-quality customer experiences in your previous positions. Highlight any strategies you've implemented to enhance customer satisfaction.
✨Be Ready for Cross-Functional Collaboration
The job involves working closely with various teams. Think of examples where you've successfully collaborated with technical and non-technical teams to achieve business goals. This will show your ability to bridge gaps and drive outcomes effectively.
