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- Tasks: Lead and inspire a dynamic team while enhancing customer support across multiple time zones.
- Company: Join Kallidus, a mission-driven company transforming how people learn and grow.
- Benefits: Enjoy a flexible, remote-friendly culture with competitive salary and inclusive perks.
- Why this job: Be part of a supportive team that values innovation and diversity in a fast-paced environment.
- Qualifications: Experience in managing SaaS customer support teams and familiarity with tools like Zendesk is essential.
- Other info: Kallidus champions diversity and inclusion, encouraging applications from all backgrounds.
The predicted salary is between 36000 - 60000 £ per year.
As Customer Support Team Manager, you’ll be responsible for managing and evolving a multi-tiered, customer-centric support function across two time zones. You’ll be a hands-on leader who thrives on empowering people, driving innovation, and using data to continuously improve the service desk function.
Key Responsibilities
- Team Leadership & Development
- Lead, coach, and inspire a high-performing team of 10+ support specialists across UK and NAM.
- Foster a positive, customer-first culture rooted in ownership, empathy, and continuous improvement.
- Recruit, onboard, and develop support talent, creating clear development paths.
- Service Operations Management
- Oversee day-to-day operations of a tiered support structure, ensuring SLAs and KPIs are met or exceeded.
- Manage team scheduling, workload distribution, and escalation handling across time zones.
- Customer Experience & Process Innovation
- Champion a best-in-class support experience by actively listening to customers and acting on insights.
- Own and improve support processes, workflows, and policies to drive faster, more effective resolutions.
- Identify opportunities for self-service through improved documentation, automation, and product feedback loops.
- Systems & Reporting
- Own the configuration and optimisation of Zendesk (or equivalent) to support scalable operations.
- Create actionable reports and dashboards to monitor support performance, identify trends, and inform strategic decisions.
- Cross-functional Collaboration
- Partner closely with Sales, Product, Engineering, and the wider Customer Success team to ensure customer feedback drives product improvements.
- Act as the voice of the customer within the organisation, advocating for enhancements to the customer experience.
What We’re Looking For
- Proven experience transforming and managing a high-performing SaaS customer support or service desk team, ideally in a multi-region setup.
- Deep understanding of modern support tools like Zendesk, Intercom, or similar platforms.
- Passionate, people-first leader with excellent coaching, communication, and conflict-resolution skills.
- Data-driven mindset with strong analytical and decision-making abilities.
- Experience supporting multiple products in a fast-paced, scaling SaaS environment.
- Familiarity with L&D, HR tech, or edtech industries is a plus.
- Comfortable working remotely with a distributed team and stakeholders.
What We Offer
- A flexible, remote-friendly culture with a supportive and inclusive team.
- Opportunities to innovate and shape the direction of customer support in a growing company.
- Competitive salary and benefits.
- A mission-driven product that’s making a real difference in how people learn and grow.
Our people are the heart of our success, and diversity is what drives that. Kallidus positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, region or belief, marital status, pregnancy or maternity. Diversity brings innovation and creativity through different views, backgrounds, and opinions; as a people-first organisation, it’s crucial that our teams reflect global diversity. Kallidus is a proud member of the Disability Confident Employer scheme. We work hard to build an explicitly inclusive space where everybody belongs. Kallidus is a supportive, caring, and enjoyable working environment for all our people, and we are committed to furthering the diversity of our teams.
Customer Support Team Manager employer: Barnett Waddingham
Contact Detail:
Barnett Waddingham Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Team Manager
✨Tip Number 1
Familiarise yourself with the latest trends in customer support, especially in SaaS environments. Understanding how to leverage tools like Zendesk or Intercom will not only help you in interviews but also demonstrate your commitment to staying ahead in the industry.
✨Tip Number 2
Showcase your leadership style by preparing examples of how you've empowered teams in the past. Be ready to discuss specific instances where you fostered a positive culture and drove innovation within your team.
✨Tip Number 3
Highlight your data-driven approach by thinking of ways you've used analytics to improve customer support processes. Prepare to share insights on how you've identified trends and made strategic decisions based on data.
✨Tip Number 4
Network with professionals in the edtech or HR tech industries. Engaging with others in these fields can provide valuable insights and connections that may give you an edge when applying for the Customer Support Team Manager position.
We think you need these skills to ace Customer Support Team Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in managing customer support teams, especially in a SaaS environment. Emphasise your leadership skills and any specific tools you've used, like Zendesk.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer support and how you can drive innovation within the team. Mention specific examples of how you've improved processes or led teams to success.
Showcase Data-Driven Achievements: Include quantifiable achievements in your application that demonstrate your analytical skills. For instance, mention how you improved SLAs or KPIs in previous roles using data insights.
Research the Company Culture: Familiarise yourself with Kallidus' values and mission. Reflect this understanding in your application by discussing how your personal values align with their commitment to diversity and inclusion.
How to prepare for a job interview at Barnett Waddingham
✨Showcase Your Leadership Skills
As a Customer Support Team Manager, it's crucial to demonstrate your leadership abilities. Share specific examples of how you've led and developed teams in the past, focusing on your coaching style and how you foster a positive culture.
✨Highlight Your Data-Driven Approach
Discuss your experience with data analysis and how it has informed your decision-making. Be prepared to talk about specific metrics you've used to improve service desk performance and customer satisfaction.
✨Familiarise Yourself with Support Tools
Make sure you have a solid understanding of modern support tools like Zendesk or Intercom. Be ready to discuss how you've used these platforms to optimise operations and enhance customer experiences.
✨Emphasise Cross-Functional Collaboration
Illustrate your ability to work with various departments, such as Sales and Product. Provide examples of how you've acted as the voice of the customer and advocated for improvements based on customer feedback.
