Job Title
Application Support Manager
The Role
We are looking for an App Support manager to join us and lead our global support team across our Protection Platform and Decision Platform products.
What You Will Be Doing
- Lead our App Support team, with members located in the UK, Singapore and Australia.
- Oversee ticket management, prioritisation, incident resolution and SLA delivery, working closely with customers and engineering teams to resolve complex issues.
- Lead and develop the team, coaching and growing support engineers, ensuring owned metrics such as CSAT and 1st time resolution steadily improve.
- Represent Support as an enablement team and work closely with Product, Customer Success and Engineering to ensure excellent customer experience while maintaining standardised, streamlined and efficient operations.
- Own our incident process, creating and maintaining definitions, catalogs and alerting in Incident.IO.
- Be a member of the Operations management team, making strategic decisions and investing in our Support Model to improve responsiveness, productivity and build a best‑in‑class SaaS support operating system.
What Type Of Person Fits The Role
You are a proven operator with a strong understanding of app support and customer experience management, working collaboratively with engineering, product and customer success teams to resolve customer issues quickly and to a high standard.
You are technically literate with solid expertise in building and updating workflows, reports and dashboards in Service Management tooling, and familiar with AI tools to optimise workflows or enhance knowledge management. You thrive on solving customer and operational problems and can move easily between high‑level and low‑level details, using experimentation to inform decision‑making.
You have a growth mindset, respectfully challenge the status‑quo, continually seek self‑improvement and give feedback that builds strong relationships. You work iteratively, using experiments and data to drive decisions.
You thrive in a fast‑paced environment with large amounts of uncertainty and are comfortable working to transform an organisation, accepting that everything is not working perfectly today.
Requirements
- 5+ years leading, coaching and managing global support teams
- Exceptional leadership, communication and stakeholder management skills
- Strong operational mindset supporting customers in an SLA‑driven environment
- Deep expertise configuring and optimising Jira Service Management (preferred), HubSpot, Zendesk or ServiceNow platforms
- Proven experience building dashboards, insights and reports from support data
- Proven experience implementing and managing Incident processes
Nice to Have
- SaaS App Support experience – you understand what good B2B service looks like
- Chatbot/AI‑assistive tool configuration experience
- Engineering or coding expertise (e.g., scripting, Python, SQL)
Benefits
We offer a comprehensive benefits package:
- Leave: 25 days of annual leave with option to buy/sell more days, adoption and fertility leave, generous enhanced parental leave
- Healthcare: Comprehensive private insurance coverage for employee and dependents, group life insurance coverage of 9× basic annual salary and group income protection up to 75% of basic annual salary, optical benefits
- Savings & Retirement: 15% combined employee/employer contributions
- Wellness: Subsidised gym membership, access to employee assistance programme, cycle‑to‑work and electric‑car salary sacrifice scheme, time off for volunteering, charitable matching of employee donations
