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For Companies At a Glance
- Tasks: Lead a customer support team and enhance the customer experience in a dynamic SaaS environment.
- Company: Join Khaos Control, an award-winning ERP SaaS provider with over 25 years of success.
- Benefits: Competitive salary, hybrid working, bonus opportunities, and professional development budget.
- Why this job: Shape customer service operations and make a real impact on customer success.
- Qualifications: Experience in customer service leadership, preferably in SaaS or ERP environments.
- Other info: Opportunity for career progression and direct access to company leadership.
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
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 Lincoln 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 Lincoln
✨Tip Number 1
Get to know the company inside out! Research Khaos Control, their values, and their products. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those tricky interview questions! Think about how you would handle complex customer issues or lead a team. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your experience.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re the perfect fit for the team.
We think you need these skills to ace Service Delivery / Customer Support Manager - ERP, SaaS, Tech in Lincoln
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 and ERP environments, and explain how your leadership style aligns with our values of commitment and putting the customer at the heart of everything we do.
Be Clear and Concise: Keep your application straightforward and to the point. Use bullet points where necessary to make it easy for us to see your key achievements and skills. Remember, clarity is key when it comes to effective communication!
Apply Through Our Website: We encourage you to apply directly through our website. This way, your application will be processed smoothly, and you'll have a better chance of standing out to us. Plus, it shows you're keen on joining our team!
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.
✨Demonstrate Leadership Experience
Be ready to share specific examples of your leadership experience in customer service or service operations. Highlight situations where you've successfully led a team, resolved complex issues, or improved customer satisfaction. This will showcase your ability to take ownership and drive results.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle escalations. Prepare scenarios where you've turned a challenging customer situation into a positive outcome. This will demonstrate your calmness under pressure and your commitment to customer success.
✨Show Your Collaborative Spirit
Since the role involves working cross-functionally with Product, Tech, and Sales, be prepared to discuss how you've successfully collaborated with other teams in the past. Share examples that highlight your communication skills and ability to influence decisions for the benefit of the customer.
