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For Companies At a Glance
- Tasks: Lead a dynamic support team, ensuring top-notch customer service and efficient helpdesk operations.
- Company: Join a growing software business that values innovation and customer satisfaction.
- Benefits: Enjoy a competitive salary, bonuses, pension, and a fantastic benefits package with hybrid work options.
- Why this job: Make a real impact on customer experience while shaping processes in a tech-driven environment.
- Qualifications: 3+ years in SaaS customer support, strong leadership skills, and a knack for problem-solving required.
- Other info: Opportunities for career development and a commitment to inclusivity in the recruitment process.
The predicted salary is between 44000 - 66000 £ per year.
Job Description
SaaS Customer Support Manager
We are seeking an experienced Customer Support Manager to lead and inspire a high-performing support team within a growing software business. You’ll oversee the day-to-day running of the customer helpdesk, ensuring SLAs are met, service quality remains exceptional, and continuous improvements are implemented. This is a leadership role where your expertise, empathy, and ability to drive performance will directly impact customer satisfaction and retention.
Location: Milton Keynes – Hybrid (with travel across the UK, Ireland and occasionally overseas)
Salary: £55,000+ depending on experience, plus bonus, pension and an excellent benefits package
Requirements for SaaS Customer Support Manager
- 3+ years in a customer support position within a SaaS (Software-as-a-Service) company
- Strong leadership skills with a track record of motivating and developing teams
- Proven ability to manage helpdesk systems and workflows (e.g. Salesforce, Jira)
- Excellent problem-solving, communication, and conflict resolution skills
- Data-driven approach to performance management
- Technical aptitude with the ability to learn new software products quickly
- Experience with ITIL or service management frameworks is beneficial
- Previous exposure to AI-powered tools is desirable
- Confident stakeholder management and relationship building at all levels
Responsibilities for Customer Support Manager
- Lead and develop a team of support analysts (including a team lead) to deliver exceptional customer service
- Manage the day-to-day helpdesk operations, ensuring SLAs and OKRs are consistently met
- Oversee ticket management, escalation processes, and critical issue resolution
- Maintain and optimise helpdesk tools and knowledge bases to improve efficiency and self-service options
- Analyse customer feedback and support trends to inform product and process improvements
- Work closely with Product, Professional Services, and Customer Experience teams to ensure a seamless customer journey
- Monitor NPS and CSAT scores, taking ownership of actions to improve results
- Share market insights, customer needs, and innovative ideas with internal teams
What this role offers:
- Leadership of a talented, collaborative customer support team in a tech-driven environment
- Opportunities to shape processes and influence product improvements based on real customer feedback
- A competitive package with bonus, enhanced benefits, and excellent career development prospects
Applications
If you have a background in customer support within technology and would like to be considered for this Customer Support Manager position, please send your CV via the relevant link.
We are committed to creating an inclusive recruitment process. If you require reasonable adjustments for your application or during the selection process, please email us separately to discuss.
Keywords: Customer Support Manager / Helpdesk Manager / Technical Support Manager / Client Support Lead / Service Desk Manager / SaaS Support Manager / Support Operations Manager / Customer Experience Manager / Technical Account Manager / Service Delivery Manager / SaaS / Salesforce / Jira / ITIL / AI tools / Software Support / Customer Success / Data-driven support / Higher Education systems / Business Information Systems / Computer Science / Information Technology
SaaS Customer Support Manager employer: RedTech Recruitment
Contact Detail:
RedTech Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land SaaS Customer Support Manager
✨Tip Number 1
Familiarise yourself with the specific helpdesk systems mentioned in the job description, like Salesforce and Jira. Having hands-on experience or even completing online tutorials can give you a significant edge during interviews.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've motivated and developed teams in previous roles. Be ready to discuss specific challenges you faced and how you overcame them to enhance team performance.
✨Tip Number 3
Research the latest trends in customer support, especially within SaaS. Being able to discuss innovative ideas or tools, particularly AI-powered solutions, will demonstrate your proactive approach and industry knowledge.
✨Tip Number 4
Prepare to discuss how you would analyse customer feedback and support trends to drive improvements. Think about specific metrics like NPS and CSAT scores, and be ready to share your strategies for enhancing customer satisfaction.
We think you need these skills to ace SaaS Customer Support Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in customer support within a SaaS environment. Emphasise your leadership skills and any specific tools you've used, like Salesforce or Jira.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to lead a team. Mention specific examples of how you've improved customer satisfaction or streamlined processes in previous roles.
Highlight Relevant Skills: In your application, clearly outline your problem-solving abilities, communication skills, and any experience with ITIL or AI-powered tools. These are key attributes for the role.
Showcase Data-Driven Achievements: Include metrics or data that demonstrate your success in previous positions, such as improvements in NPS or CSAT scores. This will show your potential impact on customer satisfaction and retention.
How to prepare for a job interview at RedTech Recruitment
✨Showcase Your Leadership Skills
As a Customer Support Manager, your ability to lead and inspire a team is crucial. Prepare examples of how you've motivated teams in the past, highlighting specific achievements and improvements you've driven.
✨Demonstrate Technical Proficiency
Familiarise yourself with the helpdesk systems mentioned in the job description, such as Salesforce and Jira. Be ready to discuss your experience with these tools and how you've used them to enhance customer support operations.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving and conflict resolution skills. Think of scenarios where you've successfully managed difficult situations or improved service quality, and be prepared to share these stories.
✨Understand the Company’s Customer Journey
Research the company’s products and customer feedback mechanisms. Be ready to discuss how you would analyse customer feedback to inform product improvements and enhance the overall customer experience.
