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For Companies At a Glance
- Tasks: Lead a customer support team and enhance the customer experience.
- Company: Join Khaos Control, an award-winning ERP SaaS provider.
- Benefits: Competitive salary, hybrid work, bonus, and training budget.
- Why this job: Shape customer success and make a lasting impact in a growing business.
- Qualifications: Experience in customer service leadership and SaaS environments.
- Other info: Opportunity for career progression towards Head of Customer Success.
The predicted salary is between 46000 - 52000 £ 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 Customer Service Manager who thrives on ownership, leadership, and delivering reassurance when it matters most. This is a senior, hands-on role for a customer-focused leader ready to shape how support, onboarding, and long-term success work 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
- Customer Success
- 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 Customer Service Manager, you’ll lead the team that customers rely on when it matters most. You’ll shape onboarding, raise support standards, influence product decisions, and make sure customers don’t just use Khaos Control, they succeed with it.
You Will:
- Lead, coach, and develop our customer support team
- Own customer onboarding alongside Professional Services; from go-live to real adoption
- Act as the senior escalation point for complex customer issues
- Work cross-functionally with Product, Tech, and Sales to drive proper resolutions
- Improve processes, documentation, SLAs, and reporting as we scale
- Proactively drive customer success, adoption, and retention
What we’re looking for:
- An experienced customer service or customer success leader
- Customer-first, with a strong sense of ownership and accountability
- Confident handling escalations and complex customer issues
- Experienced leading and developing customer-facing teams
- Comfortable working cross-functionally with Product, Tech, and Sales
- Focused on onboarding, adoption, and long-term customer success
- Calm under pressure and trusted by customers when it matters most
- Background in SaaS, ERP, or complex B2B software environments preferred
What success looks like:
- Consistently high CSAT / NPS
- Faster onboarding and time-to-value for new customers
- Lower churn and stronger long-term retention
- A confident, high-performing support 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 success, systems)
- Progression path toward Head of Customer Success as the company grows
- Direct access to leadership reporting to the Managing Director
- The chance to shape how customer success works in an established and ambitious ERP 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.
Customer Service Manager - eCom ERP SaaS. Hybrid - 19962 in Grantham employer: RecruitmentRevolution.com
Contact Detail:
RecruitmentRevolution.com Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager - eCom ERP SaaS. Hybrid - 19962 in Grantham
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or other platforms. Let them know you're on the hunt for a Customer Service Manager role. You never know who might have the inside scoop on openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer service and SaaS environments. Think about how you can showcase your leadership skills and experience in handling complex issues. We want you to shine!
✨Tip Number 3
Don’t just wait for job alerts! Be proactive and apply directly through our website. Tailor your application to highlight your ownership and customer-first mindset, which are key for this role at Khaos Control.
✨Tip Number 4
Follow up after interviews with a thank-you email. It’s a great way to reiterate your interest in the role and remind them why you’re the perfect fit. Plus, it shows you’re genuinely invested in the opportunity!
We think you need these skills to ace Customer Service Manager - eCom ERP SaaS. Hybrid - 19962 in Grantham
Some tips for your application 🫡
Show Your Passion for Customer Experience: When 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 CV and cover letter to highlight your experience in SaaS or ERP environments. We’re looking for someone who understands the unique challenges of these sectors, so don’t be shy about showcasing your relevant skills!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and focus on what makes you a great fit for the role. Remember, we want to know how you can lead our customer support team effectively!
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 it gets the attention it deserves. Plus, it shows you’re keen to join our team at Khaos Control!
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 customers succeed. This knowledge will not only impress the 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 processes or resolved complex issues. This will demonstrate your ability to take ownership and lead a team effectively.
✨Emphasise Customer-Centricity
Since the 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 customer success and how you've built trust with clients.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle escalations. Think of scenarios where you've turned a challenging situation into a positive outcome for the customer. Practising these responses will help you feel more confident during the interview.
