At a Glance
- Tasks: Lead a team to transform customer support into an exceptional customer experience.
- Company: Join SymphonyAI, a leader in enterprise AI SaaS for digital transformation.
- Benefits: Competitive salary, growth opportunities, and a dynamic work environment.
- Other info: Be part of a global team dedicated to innovation and excellence.
- Why this job: Make a real impact by driving AI adoption and enhancing customer satisfaction.
- Qualifications: Experience in customer operations and strong people management skills required.
The predicted salary is between 60000 - 80000 £ per year.
We are seeking an experienced Customer Operations Manager to support and help deliver the transformation of our Customer Support function into a modern Customer Experience (CX)-led organisation across EMEA and North America. This role will be hands-on, people-focused, and customer-facing, working closely with senior leadership to improve service quality, customer satisfaction, and operational efficiency. The role will play a key part in driving adoption of AI and automation within Customer Operations and improving day-to-day execution across incidents, backlog, and customer engagement.
Key Responsibilities
- Support the evolution from Customer Support to Customer Experience, helping improve CSAT and customer effort through better processes, tooling, and communication.
- Lead and develop a team of Customer Operations and Support professionals, ensuring high performance, accountability, and customer focus.
- Act as a primary escalation point for customer issues, leading incident calls and supporting recovery discussions with customers.
- Own day-to-day backlog management, workload balancing, and MTTR improvement across assigned regions.
- Drive practical adoption of AI and automation, including:
- Jira Service Management AI and Agentic Agents
- Rovo for knowledge discovery and ticket resolution
- Workflow automation to reduce manual effort
- Track and report on operational and AI adoption metrics, escalating risks and opportunities to senior leadership.
- Participate in service reviews and operational governance calls with customers.
- Work closely with Product, Engineering, and Professional Services to improve service readiness and handover quality.
- Contribute to continuous improvement initiatives and standardisation across regions.
Skills & Experience
- Experience in Customer Operations, Customer Support, or Service Management within a SaaS or enterprise software environment.
- Proven people management experience with a focus on coaching and development.
- Strong understanding of incident management, backlog control, and SLA-based delivery.
- Experience using Jira Service Management or similar service tools.
- Confident communicator with customers and internal stakeholders.
Desirable
- Experience supporting or implementing AI-enabled service tools.
- Exposure to CX metrics such as CSAT or Customer Effort.
- Experience working with distributed or global teams.
What Success Looks Like
- Improved team performance and customer feedback.
- Increased adoption of AI and automation within Customer Operations.
- Healthier backlog with fewer aged tickets.
- More consistent, confident customer communication during incidents.
- Tangible contribution to the organisation’s CX transformation.
About Us
SymphonyAI is building the leading enterprise AI SaaS company for digital transformation across the most critical and resilient growth industries, including retail, consumer packaged goods, financial crime prevention, manufacturing, media, and IT service management. Since its founding in 2017, SymphonyAI today serves 1500+ Enterprise customers globally and has grown to 3,000 talented leaders, data scientists, and other professionals across over 30 countries.
Customer Support Manager - Enterprise Software employer: SymphonyAI
At SymphonyAI, we pride ourselves on being an exceptional employer that fosters a dynamic and inclusive work culture, where innovation and collaboration thrive. As a Customer Support Manager, you will have the opportunity to lead a talented team in a fast-paced environment, driving meaningful change in customer experience while benefiting from extensive professional development opportunities and a commitment to work-life balance. Our global presence ensures diverse perspectives and experiences, making it an exciting place to grow your career in the heart of the enterprise AI SaaS industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Manager - Enterprise Software
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at SymphonyAI or similar companies. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Prepare for the interview by understanding the company’s mission and values. Show us how your experience aligns with our goal of transforming customer support into a top-notch customer experience. We love candidates who are genuinely excited about what we do!
✨Tip Number 3
Practice your problem-solving skills! As a Customer Support Manager, you'll need to handle incidents and improve processes. Think of examples from your past roles where you’ve successfully tackled challenges and be ready to share them.
✨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 us you’re serious about joining our team and contributing to our CX transformation.
We think you need these skills to ace Customer Support Manager - Enterprise Software
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Customer Support Manager. Highlight your experience in customer operations and any relevant SaaS or enterprise software background. We want to see how your skills align with our mission to transform customer support into a top-notch customer experience!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer experience and how you can contribute to our goals. Be sure to mention any experience with AI and automation, as that’s a big part of what we’re looking for.
Showcase Your People Skills:As a Customer Support Manager, you'll be leading a team, so don’t forget to highlight your people management experience. Share examples of how you've coached and developed teams in the past. We love seeing candidates who can inspire and motivate others!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you get all the updates. Plus, it shows us you're keen on joining our team at StudySmarter!
How to prepare for a job interview at SymphonyAI
✨Know Your Customer Experience Stuff
Make sure you brush up on the latest trends in Customer Experience (CX) and how they relate to Customer Support. Be ready to discuss how you've improved customer satisfaction in previous roles, especially through processes and tools. This shows you're not just familiar with the concepts but can also apply them effectively.
✨Show Off Your People Skills
As a Customer Support Manager, you'll be leading a team, so it's crucial to demonstrate your people management experience. Prepare examples of how you've coached and developed team members in the past. Highlight any specific instances where your leadership directly improved team performance or customer feedback.
✨Get Familiar with AI and Automation
Since this role involves driving the adoption of AI and automation, make sure you understand how these technologies can enhance customer operations. Be ready to discuss any experience you have with tools like Jira Service Management or similar platforms, and how you've used them to streamline processes or improve service delivery.
✨Communicate Confidently
Strong communication skills are key for this position. Practice articulating your thoughts clearly and confidently, especially when discussing incident management and customer interactions. Think about how you would handle difficult customer situations and be prepared to share those strategies during the interview.
