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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: Opportunity for career progression and direct access to company leadership.
The predicted salary is between 46000 - 62000 £ 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
- Type: 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 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
✨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 showcase your passion for customer service and your fit for the role.
✨Tip Number 3
Practice your problem-solving skills! Be ready to discuss how you've handled complex customer issues in the past. Use real examples to demonstrate your ownership and leadership abilities.
✨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 genuinely interested in being part of our team at Khaos Control.
We think you need these skills to ace Service Delivery / Customer Support Manager - ERP, SaaS, Tech
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’ve turned complex problems into loyal customers in the past. Share specific examples that highlight your commitment to putting the customer at the heart of everything you do.
Tailor Your Application: Make sure to customise your CV and cover letter to reflect the skills and experiences mentioned in the job description. We’re looking for someone with a strong background in SaaS and ERP, so don’t be shy about showcasing your relevant experience and how it aligns with our needs.
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and focus on what makes you the perfect fit for this role. Highlight your leadership skills and how you’ve successfully managed customer support teams in the past.
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 you’re proactive and keen to join our team at Khaos Control!
How to prepare for a job interview at RecruitmentRevolution.com
✨Know Your Customer Experience
Before the interview, dive deep into Khaos Control's customer experience philosophy. Understand how they define success in customer service 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 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.
✨Be Ready for Escalation Scenarios
Since this role involves handling complex customer issues, think of challenging situations you've faced in previous roles. Be prepared to discuss how you resolved these issues and what strategies you used to maintain customer trust and satisfaction.
✨Cross-Functional Collaboration
Khaos Control values collaboration across departments. Prepare examples of how you've worked with product, tech, or sales teams to drive long-term solutions. Highlight your ability to communicate effectively and influence decisions that benefit the customer experience.
