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- Tasks: Lead and inspire a team of support analysts to optimise customer support operations.
- Company: Join a dynamic company committed to diversity and inclusion.
- Benefits: Competitive salary, career development opportunities, and a collaborative work culture.
- Other info: Work in a fast-paced environment with excellent growth potential.
- Why this job: Make a real impact on customer experience while developing your leadership skills.
- Qualifications: Experience in customer support management and strong analytical skills required.
The predicted salary is between 50000 - 65000 £ per year.
We are seeking an experienced Customer Support Operations Manager to lead an assigned team of support analysts and optimise support operations. This role is responsible for developing team capability, ensuring strong technical and product understanding, and driving operational excellence to improve customer outcomes. The Customer Support Operations Manager plays a key role in shaping the support organisation’s culture, fostering collaboration within the team and across functions, and proactively identifying and removing obstacles that impact team performance and customer experience. The role focuses on leadership, performance management, mentoring, and continuous improvement while operating in a customer‑centric, outcome‑driven environment.
A Day in The Life Typically Includes:
- Leadership & Team Management
- Lead, motivate, and coach a team of approximately 10 Support Analysts
- Set clear expectations and goals aligned with organisational objectives
- Conduct regular performance evaluations and provide constructive, actionable feedback
- Support career development through coaching, mentoring, and development planning
- Foster a positive, collaborative, and inclusive team culture
- Drive engagement and motivation by recognising achievements and individual contributions
- Ensure team members have the required training, knowledge, and enablement to succeed
- Contribute to shaping the culture of the Support organisation in line with wider company goals
- Process Improvement, Technical & Product Knowledge
- Maintain and continuously develop a solid understanding of technical and product environments
- Ensure the team has the appropriate technical and product knowledge to address customer needs effectively
- Identify, analyse, and implement improvements to support processes to enhance efficiency and effectiveness
- Develop, document, and maintain standard operating procedures (SOPs) and workflows
- Monitor key performance indicators (KPIs) and identify trends or areas requiring improvement
- Team & Customer Experience
- Collaborate closely across the Support organisation and with Product Development, Cloud Operations, and other key stakeholders
- Proactively identify recurring issues, systemic problems, and operational blockers
- Ensure the team is equipped to manage customer issues efficiently and effectively
- Monitor customer feedback and drive continuous improvement in customer experience
- Implement strategies to improve support effectiveness, customer satisfaction, and retention
- Reporting & Analysis
- Produce regular reports on support operations performance and key metrics
- Analyse data to identify trends, risks, and improvement opportunities
- Take a proactive, data‑driven approach to issue identification and resolution
- Present insights, findings, and recommendations to senior management
- Develop and manage the support operations plan for the assigned team
- Monitor expenses and ensure adherence to agreed plans and budgets
Basic Qualifications
- Proven experience in Customer Support or Operations Management
- Demonstrated leadership and people management capability
- Strong analytical, problem‑solving, and troubleshooting skills
- Excellent communication and interpersonal skills
- Experience working with customer support tools and technologies
Preferred Qualifications
- Experience working in a high‑growth, fast‑paced, global environment
- Experience with data analysis and reporting tools
- Knowledge of ERP systems, Cloud technologies, or technical support environments
- Domain knowledge in Supply Chain, Manufacturing, or Warehouse Management
- Understanding of industry best practices in customer support operations
- Experience with project management methodologies
- Bachelor’s degree in a relevant field or equivalent practical experience
Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section.
Manager, Support Operations in Farnborough employer: Infor Inc.
Contact Detail:
Infor Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Manager, Support Operations in Farnborough
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the lookout for opportunities. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company culture and values. When you know what they stand for, you can tailor your responses to show how you fit right in. Plus, it’ll help you ask insightful questions that impress the interviewers!
✨Tip Number 3
Practice makes perfect! Get a friend or mentor to do mock interviews with you. This will help you refine your answers and boost your confidence, making you feel more at ease when it’s time for the real deal.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our platform.
We think you need these skills to ace Manager, Support Operations in Farnborough
Some tips for your application 🫡
Show Your Leadership Skills: When writing your application, make sure to highlight your leadership experience. We want to see how you've motivated and developed teams in the past, so share specific examples that demonstrate your ability to lead and inspire others.
Be Data-Driven: Since this role involves a lot of analysis, don’t forget to mention your experience with data analysis and reporting tools. We love candidates who can back up their claims with data, so include any metrics or KPIs you've worked with to show your impact.
Tailor Your Application: Make sure your application speaks directly to the job description. Use the same language and keywords we’ve used to describe the role. This shows us you understand what we’re looking for and that you’re genuinely interested in the position.
Apply Through Our Website: We encourage you to apply through our website for the best chance of being noticed. It’s super easy, and it helps us keep track of all applications. Plus, you’ll get to see more about our company culture while you’re at it!
How to prepare for a job interview at Infor Inc.
✨Know Your Stuff
Make sure you have a solid understanding of the technical and product environments relevant to the role. Brush up on any tools or technologies mentioned in the job description, as well as industry best practices in customer support operations.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership and people management capabilities. Think about times when you've motivated a team, set clear goals, or provided constructive feedback. This will demonstrate your fit for the managerial aspect of the role.
✨Be Data-Driven
Since the role involves analysing performance metrics and identifying trends, come prepared with examples of how you've used data to drive improvements in past roles. This shows that you can take a proactive approach to problem-solving.
✨Cultural Fit Matters
Understand the company culture and be ready to discuss how you can contribute to shaping a positive, collaborative environment. Share your thoughts on fostering inclusivity and engagement within a team, as this aligns with the company's values.