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For Companies At a Glance
- Tasks: Lead and develop a customer support team to enhance the customer experience.
- Company: Join Khaos Control, an award-winning ERP SaaS provider with over 25 years of success.
- Benefits: Enjoy hybrid working, a bonus linked to performance, and a training budget for personal growth.
- Why this job: Make a real impact by shaping customer service in a growing tech company.
- Qualifications: Experience in customer service leadership, preferably in SaaS or ERP environments.
- Other info: Opportunity for clear progression into broader leadership roles as the company expands.
The predicted salary is between 36000 - 60000 £ per year.
You don’t just want to manage support, you want to own the customer experience end-to-end. If turning complex problems into loyal, long-term customers is your thing, this role was built for you. When ERP software sits at the heart of a business, customer service isn’t a function – it’s a promise. At Khaos Control, that promise has powered UK retailers for over 25 years, helping ambitious SMEs and complex, multi-channel businesses grow with confidence. Now, as we continue to scale our award-winning ERP SaaS platform, we’re looking for a Service Delivery / Customer Support Manager who thrives on ownership, leadership, and delivering reassurance when it matters most. This is a senior, hands-on leadership role for someone ready to shape how customer service and support operate across a growing SaaS business – and to make a visible, lasting impact.
The Role at a Glance:
- Service Delivery / Customer Support Manager
- Grantham, Lincolnshire Office – Hybrid
- Full-Time | Monday – Friday | Permanent
Values / Culture: Commitment, Success and Putting the Customer at the Heart of Everything We Do
Company: Khaos Control – Award-Winning ERP SaaS provider powering SME retail
Your Background / Skills:
- Leadership.
- Customer Service Leadership.
- Service Operations.
- Experience in SaaS, ERP, or complex B2B software environments.
At Khaos Control, our software has been running the operational backbone of hundreds of UK businesses for over 25 years - from fast-growing SMEs to complex, multi-channel retailers. Inventory, orders, warehousing, accounting, CRM, integrations - when things go well, our customers scale with confidence. When things go wrong, they need someone who takes ownership, cuts through complexity, and makes them feel supported. That’s where you come in. As our Service Delivery / Customer Support Manager, you’ll lead the team that customers rely on when it matters most. You’ll own service standards, influence product decisions, and ensure customers don’t just use Khaos Control – they succeed with it. This is where leadership, accountability, and ownership really matter.
You Will:
- Lead, coach, and develop our customer service and support team, setting clear expectations, accountability, and ownership of KPIs, including consistently high CSAT and NPS scores.
- Own customer onboarding alongside Professional Services; from go-live through to real adoption and value.
- Act as the senior escalation point for complex or high-impact customer issues.
- Work cross-functionally with Product, Tech, and Sales to drive proper, long-term resolutions.
- Improve processes, documentation, SLAs, reporting, and service standards as we scale.
- Take ownership of customer satisfaction, retention, and overall service performance.
What We’re Looking For:
- An experienced customer service or service operations leader.
- Proven people leadership experience with accountability for results.
- Background in ERP, SaaS, or complex B2B software environments strongly preferred.
- Customer-first, with a strong sense of ownership and responsibility.
- Confident handling escalations and complex customer challenges.
- Experience leading and developing customer-facing teams in a software or IT environment.
- Comfortable working cross-functionally with Product, Tech, and Sales.
- Calm under pressure and trusted by customers when it matters most.
What Success Looks Like:
- Consistently high CSAT and NPS and KPI scores.
- Faster onboarding and reduced time-to-value for new customers.
What’s on Offer:
- Up to 10% annual bonus linked to customer satisfaction, retention, and team performance.
- Hybrid working with flexibility built in.
- Company pension with enhanced employer contribution.
- Training & development budget (leadership, customer service, systems).
- Clear progression into broader service or customer leadership as the company grows.
- Direct access to leadership, reporting to the Managing Director.
- The chance to shape how customer service and operations work in an established and ambitious ERP SaaS business.
If you’re a customer-first leader who enjoys complexity, ownership, and building teams that customers genuinely trust, we’d love to meet you. Apply now and help us turn powerful ERP software into long-term customer success.
Service Delivery / Customer Support Manager - ERP, SaaS, Tech in Grantham employer: Khaos Control
Contact Detail:
Khaos Control Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery / Customer Support Manager - ERP, SaaS, Tech in Grantham
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that dream job.
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, don’t hold back. Share specific examples of how you've tackled complex customer issues or improved service standards in your previous roles.
✨Tip Number 3
Be proactive! If you see a company you love, reach out directly. Express your interest in their mission and how you can contribute to their success. Sometimes, the best opportunities come from a simple email or message.
✨Tip Number 4
Keep learning! Stay updated on the latest trends in ERP and SaaS. This not only boosts your knowledge but also shows potential employers that you're committed to your professional growth. Plus, we’ve got loads of resources on our website to help you out!
We think you need these skills to ace Service Delivery / Customer Support Manager - ERP, SaaS, Tech in Grantham
Some tips for your application 🫡
Show Your Passion for Customer Experience: When writing your application, let us see your enthusiasm for creating amazing customer experiences. Share examples of how you've turned complex problems into loyal customers in the past. We love candidates who can demonstrate a genuine commitment to putting customers at the heart of everything they do!
Highlight Your Leadership Skills: As a Service Delivery / Customer Support Manager, leadership is key! Make sure to showcase your experience in leading teams and driving results. Tell us about times when you’ve coached team members to success or improved service standards. We want to know how you can inspire others!
Be Specific About Your SaaS and ERP Experience: We’re looking for someone with a solid background in SaaS or ERP environments. In your application, be specific about your relevant experience and how it relates to the role. Mention any tools or processes you’ve used that could benefit our team at Khaos Control.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates. Plus, it shows you’re keen on joining our team at Khaos Control!
How to prepare for a job interview at Khaos Control
✨Know Your Customer Service Metrics
Before the interview, brush up on key customer service metrics like CSAT and NPS. Be ready to discuss how you've influenced these scores in your previous roles, as this will show your understanding of what drives customer satisfaction.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership experience, especially in coaching and developing teams. Think about specific situations where you set clear expectations and achieved results, as this aligns perfectly with the role's focus on ownership and accountability.
✨Understand the Product Inside Out
Familiarise yourself with Khaos Control’s ERP SaaS platform. Knowing the product will help you articulate how you can improve customer onboarding and retention, making it easier for you to connect with the interviewers on a technical level.
✨Prepare for Complex Scenarios
Anticipate questions about handling escalations and complex customer challenges. Prepare a few stories that demonstrate your problem-solving skills and ability to remain calm under pressure, as this is crucial for the role.
