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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 powering UK SMEs.
- Benefits: Enjoy hybrid working, a bonus scheme, 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 within SaaS or ERP environments.
- Other info: Opportunity for clear progression and direct access to company 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 Peterborough 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 Peterborough
✨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. Even if they’re not advertising a role, express your interest and share how you can add value. You never know what opportunities might pop up!
✨Tip Number 4
Keep learning! Stay updated on the latest trends in ERP and SaaS. This shows potential employers that you're committed to your professional growth and ready to tackle any challenges that come your way.
We think you need these skills to ace Service Delivery / Customer Support Manager - ERP, SaaS, Tech in Peterborough
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 your previous roles.
Highlight Relevant Experience: Make sure to emphasise your background in SaaS, ERP, or B2B software environments. We want to know how your experience aligns with the challenges we face at Khaos Control and how you can contribute to our success.
Be Clear and Concise: Keep your application straightforward and to the point. Use bullet points where possible to make it easy for us to see your key achievements and skills. Remember, clarity is key!
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 this exciting opportunity to shape customer service 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 of how you've turned complex problems into loyal customers in your previous roles.
✨Showcase Your Leadership Style
Prepare to talk about your leadership approach and how it aligns with the company's values of commitment and putting the customer at the heart of everything. Think of specific instances where you've led a team through challenges, focusing on accountability and ownership of results.
✨Be Ready for Complex Scenarios
Expect questions about handling escalations and complex customer issues. Prepare a few scenarios from your past experiences where you successfully navigated difficult situations, highlighting your problem-solving skills and ability to reassure customers under pressure.
✨Cross-Functional Collaboration
Since this role involves working with Product, Tech, and Sales, be prepared to discuss how you've collaborated across departments in the past. Share examples of how you’ve driven long-term resolutions by working closely with other teams, ensuring everyone is aligned towards customer success.
