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For Companies At a Glance
- Tasks: Lead and develop a customer support team, ensuring exceptional service and satisfaction.
- Company: Join Khaos Control, an award-winning ERP SaaS provider powering UK SMEs for over 25 years.
- Benefits: Competitive salary, hybrid working, bonus opportunities, and training budgets.
- Why this job: Shape customer service in a growing tech company and make a real impact.
- Qualifications: Experience in customer service leadership, preferably in SaaS or ERP environments.
- Other info: Direct access to leadership and clear progression opportunities.
The predicted salary is between 46000 - 58000 £ 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:
- Location: Grantham, Lincolnshire Office – Hybrid
- Salary: £54,000 – £58,000 DOE + Bonus
- 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.
- Lower churn and stronger long-term customer retention.
- A confident, high-performing, engaged service team.
- Customers who actively recommend Khaos Control because of the service they receive.
What’s on Offer:
- £54,000 – £58,000 base salary, depending on experience.
- Up to 10% annual bonus linked to customer satisfaction, retention, and team performance.
- Hybrid working with flexibility built in.
- 25 days holiday + bank holidays.
- 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 Burton upon Trent employer: RecruitmentRevolution.com
Contact Detail:
RecruitmentRevolution.com Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery / Customer Support Manager - ERP, Saas, Tech in Burton upon Trent
✨Tip Number 1
Network like a pro! Reach out to your connections in the SaaS and ERP space. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your leadership skills! When you get the chance to chat with potential employers, share specific examples of how you've led teams or improved customer experiences. This will help them see you as the ownership-driven leader they’re looking for.
✨Tip Number 3
Prepare for those tricky interview questions! Think about complex customer challenges you've faced and how you resolved them. Being calm under pressure is key, so practice articulating your thought process clearly and confidently.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at Khaos Control.
We think you need these skills to ace Service Delivery / Customer Support Manager - ERP, Saas, Tech in Burton upon Trent
Some tips for your application 🫡
Show Your Passion for Customer Experience: When you're writing your application, let your enthusiasm for customer service shine through. We want to see how you can turn complex problems into loyal customers, so share specific examples of how you've done this in the past.
Tailor Your Application: Make sure to customise your application to reflect the job description. Highlight your experience in SaaS or ERP environments and how it aligns with our mission at Khaos Control. This shows us that you understand what we're all about!
Be Clear and Concise: We appreciate clarity! Keep your application straightforward and to the point. Use bullet points if necessary to make your skills and experiences stand out. Remember, we’re looking for someone who can communicate effectively.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about Khaos Control and what we do.
How to prepare for a job interview at RecruitmentRevolution.com
✨Know the Product Inside Out
Before your interview, make sure you understand Khaos Control's ERP SaaS platform. Familiarise yourself with its features, benefits, and how it helps businesses succeed. This knowledge will not only impress your interviewers but also show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led customer service teams in the past. Highlight specific situations where you improved customer satisfaction or resolved complex issues. This will demonstrate your ability to take ownership and lead effectively in a fast-paced environment.
✨Emphasise Customer-Centricity
Since this role is all about putting the customer at the heart of everything, be ready to discuss how you've prioritised customer needs in previous roles. Share stories that illustrate your commitment to enhancing the customer experience and how you’ve turned challenges into opportunities.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle escalations. Think of scenarios where you had to manage difficult customer situations or improve service processes. Practising these responses will help you feel more confident during the interview.
