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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.
- 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 and direct access to leadership.
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 Nottingham 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 Nottingham
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their products and how they serve customers. This will help you tailor your answers and show that you're genuinely interested in making an impact.
✨Tip Number 3
Practice your problem-solving skills! Since this role is all about turning complex issues into solutions, be ready to discuss real-life scenarios where you've successfully navigated challenges and delivered results.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our team and contributing to our mission of customer success.
We think you need these skills to ace Service Delivery / Customer Support Manager - ERP, SaaS, Tech in Nottingham
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 specific examples of how you've turned complex problems into loyal customers in the past. We love to see that passion shine through!
Tailor Your Application: Make sure to customise your application to highlight your experience in SaaS and ERP environments. Use keywords from the job description to show us you understand what we're looking for. This helps us see how you fit right into our team!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and focus on your achievements and skills that relate directly to the role. This makes it easier for us to see your potential!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you're keen to join our team at Khaos Control!
How to prepare for a job interview at Khaos Control
✨Know Your Customer Experience
Before the interview, dive deep into Khaos Control's customer experience philosophy. Understand how they define success for their customers and be ready to discuss how you can enhance that experience. Bring examples from your past where you've turned complex problems into loyal customers.
✨Showcase Your Leadership Style
Prepare to talk about your leadership approach, especially in a customer service context. Think of specific instances where you've led a team through challenges, improved KPIs, or fostered a culture of accountability. This role is all about ownership, so highlight how you take charge in tough situations.
✨Understand SaaS and ERP Dynamics
Brush up on your knowledge of SaaS and ERP systems, particularly how they impact customer service. Be ready to discuss trends in the industry and how you can leverage them to improve service delivery. Showing that you’re well-versed in these areas will demonstrate your fit for the role.
✨Prepare for Escalation Scenarios
Think through potential high-impact customer issues you might face in this role. Prepare to discuss how you would handle escalations and ensure customer satisfaction. Use real-life examples to illustrate your problem-solving skills and ability to remain calm under pressure.
