At a Glance
- Tasks: Lead a team to enhance customer support and improve service delivery.
- Company: Reputable software company with a global presence.
- Benefits: Remote work, competitive salary, and opportunities for professional growth.
- Other info: Join a dynamic team and enjoy quarterly travel to Scotland.
- Why this job: Make a real impact by driving improvements in a leading software product.
- Qualifications: Experience in support leadership and strong ITSM knowledge required.
The predicted salary is between 45000 - 45000 £ per year.
A specialist software company with a strong international reputation is hiring for an Application Support Manager to take ownership of its customer support function and drive meaningful improvements across service delivery, release management, and ITSM processes whilst line managing a team of six application support specialists.
This is a critical leadership role supporting a customer base of around 50-70 accounts in depth. You will be owning relationships, leading a small high-performing support team, and building the processes that keep an industry-leading product performing at its best.
Responsibilities of the Application Support Manager:- Lead and manage a team of 6 application support specialists, overseeing day-to-day performance and fostering a customer-first culture.
- Own release and upgrade management - coordinating application installations, software releases, and customer communications to ensure smooth, controlled rollouts.
- Embed and improve ITSM practices across incident, problem, and change management, bringing structure and consistency to support operations.
- Act as the primary liaison with the external infrastructure partner, ensuring hosted customer environments are secure, reliable, and well-supported.
- Monitor KPIs and customer satisfaction data, using insight to drive continuous improvement and proactively address recurring issues.
- Collaborate with Product, Development, Sales, and Professional Services to align support with business goals.
- Experience in a senior support or service delivery leadership role within a software or IT services environment (SaaS preferred).
- Proven experience managing application support teams, ideally within a SaaS or hosted software environment.
- Strong working knowledge of ITSM frameworks (ITIL) and experience actually implementing or improving structured support processes.
- Demonstrated ability to plan and manage software releases, including customer communications and controlled rollout.
- Experience managing third-party service providers or infrastructure partners.
Initial online assessment: 30-minute video call with the hiring manager. Apply now to speak with VIQU IT in confidence.
Applications Support Manager in Birmingham employer: VIQU Ltd
As a leading specialist software company with a strong international reputation, we pride ourselves on fostering a dynamic and inclusive work culture that prioritises employee growth and development. Our remote working model, combined with quarterly travel to Scotland, offers flexibility while allowing you to engage directly with our vibrant team and customers. Join us as an Applications Support Manager and take advantage of our commitment to continuous improvement, professional development opportunities, and a customer-first ethos that drives meaningful impact in the industry.
StudySmarter Expert Advice🤫
We think this is how you could land Applications Support Manager in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at VIQU Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like VIQU Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Applications Support Manager in Birmingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to VIQU Ltd:Your cover letter is your chance to shine! Tell us why you want to work at VIQU Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at VIQU Ltd!
How to prepare for a job interview at VIQU Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
