Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a dynamic team to deliver top-notch customer support and improve processes.
- Company: Join a fast-growing software house with a people-first culture.
- Benefits: Enjoy a competitive salary and the chance to shape user experiences.
- Why this job: Make a real impact on customer satisfaction and product innovation.
- Qualifications: 5+ years in customer support leadership, ideally in software environments.
- Other info: Work in Manchester with opportunities for professional growth.
The predicted salary is between 30000 - 45000 £ per year.
A fast-growing software house is seeking a hands-on and proactive Customer Support Manager to lead a small, high-performing team. This is a people-first environment with a product-led culture, offering a fantastic opportunity to shape how exceptional support is delivered to thousands of app users. You’ll be actively involved in customer communications via Freshdesk, live chat and phone—while mentoring others, improving support processes, and using customer insight to influence product development and innovation.
Key Responsibilities
- Lead and support the Customer Support team to deliver consistent, high-quality service
- Handle tickets and customer queries directly, setting a high standard in tone and responsiveness
- Develop deep technical understanding of the app, triage tools and support systems
- Liaise with Product and Development to feedback on user issues and trends
- Forecast support needs around new features and launches, aligning team priorities
- Oversee escalations, complaints, data protection concerns and ensure SLA adherence
- Contribute to testing of new releases, supporting smooth rollouts and backlog management
- Track KPIs and drive continual improvements in process, quality and team performance
What We’re Looking For
- 5+ years in customer support leadership, ideally within software or service desk environments
- A proactive, solutions-driven approach and strong technical troubleshooting ability
- Outstanding communication and coaching skills
- Familiarity with Freshdesk, Shopify, Aircall (or ability to learn quickly)
- Confident collaborating cross-functionally and managing competing priorities
- Empathetic, calm under pressure and passionate about great service
Customer Technical Support Manager employer: ECS Resource Group
Contact Detail:
ECS Resource Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Technical Support Manager
✨Tip Number 1
Familiarise yourself with the tools mentioned in the job description, like Freshdesk and Aircall. Having a solid understanding of these platforms will not only help you during the interview but also demonstrate your proactive approach to learning.
✨Tip Number 2
Showcase your leadership experience by preparing examples of how you've successfully managed teams in the past. Highlight specific situations where you improved processes or mentored team members, as this aligns perfectly with what we're looking for.
✨Tip Number 3
Research our company culture and values to understand what makes us tick. Being able to articulate how your personal values align with ours can set you apart from other candidates and show that you're a great fit for our people-first environment.
✨Tip Number 4
Prepare to discuss your technical troubleshooting skills in detail. Think of specific examples where you've resolved complex customer issues, as this will demonstrate your capability to handle the technical aspects of the role effectively.
We think you need these skills to ace Customer Technical Support Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in customer support leadership, especially within software or service desk environments. Emphasise your proactive approach and any relevant technical troubleshooting skills.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and how you can contribute to the company's people-first environment. Mention specific experiences where you've led teams or improved support processes.
Showcase Relevant Skills: Highlight your familiarity with tools like Freshdesk, Shopify, and Aircall. If you have experience with similar platforms, mention that too. This will demonstrate your ability to adapt quickly to their systems.
Prepare for Potential Questions: Think about how you would handle common customer support scenarios and be ready to discuss your strategies for mentoring team members and improving service quality during interviews.
How to prepare for a job interview at ECS Resource Group
✨Showcase Your Leadership Experience
Make sure to highlight your previous experience in customer support leadership. Discuss specific examples where you successfully led a team, improved processes, or handled escalations. This will demonstrate your capability to manage and inspire a high-performing team.
✨Demonstrate Technical Proficiency
Since the role requires a deep technical understanding of the app and support systems, be prepared to discuss your technical troubleshooting skills. Share instances where you resolved complex issues or contributed to product development based on customer feedback.
✨Emphasise Communication Skills
Outstanding communication is key for this role. Prepare to discuss how you've effectively communicated with customers and team members in the past. Use examples that showcase your ability to handle difficult conversations and maintain a positive tone.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities and approach to customer service. Think about how you would handle specific situations, such as managing a complaint or prioritising tasks during a busy period, and be ready to articulate your thought process.
