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- Tasks: Lead and develop high-performing technical support teams while ensuring top-notch customer experiences.
- Company: Join Checkit, a forward-thinking tech company revolutionising customer support with smart solutions.
- Benefits: Enjoy generous leave, health plans, and a share award scheme to celebrate our success together.
- Why this job: Make a real impact in customer satisfaction and drive continuous improvement in a dynamic environment.
- Qualifications: Proven experience in leading technical support teams and managing complex customer escalations.
- Other info: Flexible hybrid work model with opportunities for personal and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
Application Deadline: 30 January 2026
Department: Customer Support
Employment Type: Permanent - Full Time
Location: Fleet / remote
Reporting To: David Needham - Head of Customer Support
Description
Checkit uniquely combines smart sensors and workflow software to provide the analytics and insights that complex organisations need to deliver a safer, more efficient and streamlined service to their customers. Our clients are spread across the healthcare, biopharma, assisted living, food service, retail and facilities management sectors. We are seeking an experienced Senior Customer Support Manager to lead multiple high-performing technical support teams. This role is responsible for people management, operational excellence, and technical escalation ownership, ensuring customers receive a consistently high-quality support experience. The Senior Support Manager will combine strong technical understanding, customer advocacy, and proven leadership capability to drive continuous improvement across support processes, tooling, and team performance. This role plays a critical part in protecting customer satisfaction, retention, and trust.
For this role we are looking for someone who can do a hybrid role with 1-2 days per week in our office in Fleet, Hampshire. Deep experience of leading and managing technical support teams, ideally in a hardware or SaaS environment, is key. This is a great opportunity to progress your technical support career in a senior management role.
CANDIDATE EXPERIENCE IS IMPORTANT TO US. THIS IS A REAL JOB. WE DO NOT USE AI TO SCREEN APPLICATIONS OR TO INTERVIEW. YOUR APPLICATION WILL BE READ AND ASSESSED BY A HUMAN. WE RESPOND TO ALL APPLICATIONS.
What you’ll be doing
- People Leadership & Team Development
- Leading, mentoring, and developing a team of Support Engineers.
- Setting clear performance expectations and objectives aligned to customer outcomes and business goals.
- Conducting regular 1:1s, performance reviews, and career development planning.
- Fostering a culture of accountability, collaboration, learning, and customer empathy.
- Supporting hiring, onboarding, and workforce planning.
- Technical Escalation Ownership
- Acting as the senior point of ownership for high-severity and complex customer escalations.
- Ensuring effective coordination between Support, Engineering, Product, Customer Success, and other internal teams.
- Maintaining clear, calm, and transparent communication with customers during critical incidents.
- Driving root cause analysis and ensuring corrective and preventative actions are implemented.
- Operational Excellence
- Owning and continuously improving support operations, including incident management, the escalation processes, case workflows, on-call and coverage models.
- Ensuring SLAs, response times, and customer satisfaction targets are consistently met or exceeded.
- Monitoring support metrics (e.g. CSAT, time to resolution, backlog health) and acting on trends.
- Championing automation/AI, tooling improvements and process optimisation.
- Customer Advocacy & Experience
- Representing the voice of the customer within the business, ensuring Customer Support insights influence product and operational decisions.
- Supporting strategic customers directly when required, particularly during escalations or major incidents.
- Cross-Functional Collaboration
- Working closely with Engineering and Product teams to improve product reliability and supportability, influence roadmap priorities based on support data, and reduce repeat issues and customer friction.
- Collaborating with Customer Success, Sales, and Services to align on customer health and risk.
- Contributing to company-wide incident response, post-incident reviews and learning forums.
- Continuous Improvement & Knowledge Management
- Driving improvements in internal and external knowledge bases, runbooks, and support documentation.
- Ensuring teams are enabled with the right training, tools, and technical context to succeed.
- Establishing best practices for problem management and long-term issue prevention.
- Reporting & Leadership Communication
- Providing clear, data-driven reporting to senior Customer Support leadership on support performance within teams, escalation trends, customer trends, patterns and risks, team capacity and health.
- Proactively identifying risks and recommending strategic improvements.
What we’re looking for
- Significant experience in senior technical support or customer operations roles, with a proven track record of leading and developing technical support teams.
- Substantial experience in people management or senior leadership positions, with strong coaching, feedback, and performance management skills.
- Experience supporting Hardware, SaaS/cloud-based, or complex technical products, with the capability to quickly understand new technical products and solutions.
- Proven ability to own critical incidents and high-impact escalations.
- Ideally some experience of working closely with Engineering and Product teams.
- Familiarity with support and customer tooling (e.g. ticketing systems, CRM).
- Experience of defining and improving support processes at scale.
- Ability to balance short-term customer needs with long-term operational sustainability.
- Comfortable working with data, KPIs, and operational metrics to drive decisions.
- Structured, analytical approach to problem solving.
- Excellent communication skills with the ability to engage confidently with both technical and non-technical stakeholders.
- Calm, authoritative presence during high-pressure situations.
- Ability to lead through change in a fast-moving environment.
What’s in it for you
Checkit offer a range of benefits designed to give you the opportunity to learn and develop your skills, provide for your future, look after your routine healthcare, and feel protected if life throws you a curve ball. Our benefits include:
- Everyone gets a generous amount of leave, above the statutory levels, to help you rest and recharge.
- Your birthday off in addition to your annual leave allowance.
- 2 mental wellbeing days off per year, to take the time to reset and look after yourself.
- Up to 20 paid sick days in any rolling 12 month period.
- Health cash plan & BUPA dental to help with the costs of optical, dental and support for your mental wellbeing.
- Access to health & wellbeing app.
- Contributory pension scheme.
- Share award scheme, allowing you to be rewarded for our future success.
- Enhanced maternity and paternity pay, and paid loss of pregnancy leave.
Senior Customer Support Manager in Fleet employer: Checkit plc
Contact Detail:
Checkit plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Support Manager in Fleet
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at Checkit or similar companies. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for the interview by researching Checkit’s products and services. Understand their customer support philosophy and think of examples from your past experience that align with their values. This will show you’re genuinely interested and ready to contribute.
✨Tip Number 3
Practice your communication skills! As a Senior Customer Support Manager, you'll need to convey complex ideas clearly. Try mock interviews with friends or use online platforms to refine your pitch and responses.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love hearing from candidates who are excited about joining our team!
We think you need these skills to ace Senior Customer Support Manager in Fleet
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Customer Support Manager role. Highlight your experience in leading technical support teams and how it aligns with our mission at Checkit. We want to see how you can bring your unique skills to our team!
Showcase Your Leadership Skills: In your application, emphasise your people management experience and any successful projects you've led. We’re looking for someone who can inspire and develop a team, so share examples of how you've fostered a culture of accountability and collaboration.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language to describe your achievements and experiences. We appreciate a well-structured application that makes it easy for us to see your qualifications at a glance.
Apply Through Our Website: We encourage you to submit your application directly through our website. This way, we can ensure your application is reviewed by a human, as we value the personal touch in our hiring process. Plus, it’s the best way to stay updated on your application status!
How to prepare for a job interview at Checkit plc
✨Know Your Stuff
Make sure you have a solid understanding of the technical aspects related to customer support, especially in hardware or SaaS environments. Brush up on common issues and solutions that customers face, as well as the tools and processes used in support operations.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led and developed teams in the past. Be ready to discuss your approach to mentoring, setting performance expectations, and fostering a culture of accountability and collaboration.
✨Communicate Clearly
During the interview, demonstrate your ability to communicate effectively with both technical and non-technical stakeholders. Practice explaining complex concepts in simple terms, and be prepared to discuss how you maintain calm and clear communication during high-pressure situations.
✨Emphasise Continuous Improvement
Highlight your experience with driving improvements in support processes and tools. Be ready to share specific examples of how you've used data and metrics to identify trends and implement changes that enhance customer satisfaction and operational efficiency.
