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For Companies At a Glance
- Tasks: Lead and develop a customer support team while enhancing the customer experience.
- Company: Join Khaos Control, an award-winning ERP SaaS provider for ambitious SMEs.
- Benefits: Competitive salary, hybrid work, bonus opportunities, and 25 days holiday.
- Why this job: Shape customer success in a dynamic environment and make a real impact.
- Qualifications: Experience in customer service leadership and a passion for customer success.
- Other info: Opportunity for career progression towards Head of Customer Success.
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 Customer Service Manager who thrives on ownership, leadership, and delivering reassurance when it matters most. This is a senior, hands-on role for a customer-focused leader ready to shape how support, onboarding, and long-term success work 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
- 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
You Will
- Lead, coach, and develop our customer support team
- Own customer onboarding alongside Professional Services; from go-live to real adoption
- Act as the senior escalation point for complex customer issues
- Work cross-functionally with Product, Tech, and Sales to drive proper resolutions
- Improve processes, documentation, SLAs, and reporting as we scale
- Proactively drive customer success, adoption, and retention
What We’re Looking For
- An experienced customer service or customer success leader
- Customer-first, with a strong sense of ownership and accountability
- Confident handling escalations and complex customer issues
- Experienced leading and developing customer-facing teams
- Comfortable working cross-functionally with Product, Tech, and Sales
- Focused on onboarding, adoption, and long-term customer success
- Calm under pressure and trusted by customers when it matters most
- Background in SaaS, ERP, or complex B2B software environments preferred
What Success Looks Like
- Consistently high CSAT / NPS
- Faster onboarding and time-to-value for new customers
- Lower churn and stronger long-term retention
- A confident, high-performing support 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 success, systems)
- Progression path toward Head of Customer Success as the company grows
- Direct access to leadership reporting to the Managing Director
- The chance to shape how customer success works in an established and ambitious ERP 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.
Customer Service Manager - eCom ERP SaaS. Hybrid in Grantham employer: VoiceWorks
Contact Detail:
VoiceWorks Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager - eCom ERP SaaS. Hybrid in Grantham
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Khaos Control on LinkedIn. A friendly chat can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 2
Prepare for the interview by practising common customer service scenarios. Think about how you'd handle escalations or complex issues. We want to see your problem-solving skills in action!
✨Tip Number 3
Show off your leadership style! Be ready to discuss how you've developed teams in the past. We love hearing about your approach to coaching and building trust with customers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the Khaos Control family!
We think you need these skills to ace Customer Service Manager - eCom ERP SaaS. Hybrid in Grantham
Some tips for your application 🫡
Show Your Customer-Centric Side: Make sure to highlight your experience in customer service and how you've put customers at the heart of everything you do. We want to see examples of how you've turned complex issues into loyal relationships!
Tailor Your Application: Don’t just send a generic CV! Take the time to tailor your application to the role. Mention specific experiences that align with the responsibilities listed, like leading teams or improving processes. It shows us you’re genuinely interested!
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured applications that are easy to read. Use bullet points if necessary to make your achievements stand out!
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 don’t miss any important updates. Plus, it shows you’re proactive!
How to prepare for a job interview at VoiceWorks
✨Know the Company Inside Out
Before your interview, dive deep into Khaos Control's history, values, and their ERP SaaS platform. Understand how they empower UK retailers and what sets them apart in the market. This knowledge will not only impress your interviewers but also help you align your answers with their mission of putting the customer at the heart of everything they do.
✨Showcase Your Customer-Centric Mindset
As a Customer Service Manager, your focus should be on the customer experience. Prepare examples from your past roles where you turned complex issues into positive outcomes for customers. Highlight your ownership and accountability in those situations to demonstrate that you truly understand the importance of customer satisfaction.
✨Prepare for Escalation Scenarios
Given the role's emphasis on handling escalations, think of challenging customer scenarios you've faced before. Be ready to discuss how you resolved these issues, what processes you improved, and how you ensured long-term customer success. This will show your ability to remain calm under pressure and your commitment to customer trust.
✨Emphasise Cross-Functional Collaboration
Khaos Control values teamwork across departments. Prepare to discuss how you've successfully worked with teams like Product, Tech, and Sales in the past. Share specific examples of how this collaboration led to better customer outcomes or improved processes, showcasing your ability to drive results in a growing SaaS environment.
