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For Companies At a Glance
- Tasks: Lead and develop a customer support team, ensuring high satisfaction and retention.
- Company: Join Khaos Control, an award-winning ERP SaaS provider powering UK retailers.
- Benefits: Competitive salary, hybrid work, bonus opportunities, and training budget.
- Why this job: Shape customer service in a growing tech company and make a real impact.
- Qualifications: Experience in customer service leadership, preferably in SaaS or ERP environments.
- Other info: Direct access to leadership and clear progression opportunities.
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 Service Delivery / Customer Support Manager who thrives on ownership, leadership, and delivering reassurance when it matters most. This is a senior, hands-on leadership role for someone ready to shape how customer service and support operate 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
Your Background / Skills:
- Leadership
- Customer Service Leadership
- Service Operations
- Experience in SaaS, ERP, or complex B2B software environments
At Khaos Control, our software has been running the operational backbone of hundreds of UK businesses for over 25 years - from fast-growing SMEs to complex, multi-channel retailers. Inventory, orders, warehousing, accounting, CRM, integrations - when things go well, our customers scale with confidence. When things go wrong, they need someone who takes ownership, cuts through complexity, and makes them feel supported. That’s where you come in.
As our Service Delivery / Customer Support Manager, you’ll lead the team that customers rely on when it matters most. You’ll own service standards, influence product decisions, and ensure customers don’t just use Khaos Control - they succeed with it. This is where leadership, accountability, and ownership really matter.
You Will:
- Lead, coach, and develop our customer service and support team, setting clear expectations, accountability, and ownership of KPIs, including consistently high CSAT and NPS scores
- Own customer onboarding alongside Professional Services; from go-live through to real adoption and value
- Act as the senior escalation point for complex or high-impact customer issues
- Work cross-functionally with Product, Tech, and Sales to drive proper, long-term resolutions
- Improve processes, documentation, SLAs, reporting, and service standards as we scale
- Take ownership of customer satisfaction, retention, and overall service performance
What We’re Looking For:
- An experienced customer service or service operations leader
- Proven people leadership experience with accountability for results
- Background in ERP, SaaS, or complex B2B software environments strongly preferred
- Customer-first, with a strong sense of ownership and responsibility
- Confident handling escalations and complex customer challenges
- Experience leading and developing customer-facing teams in a software or IT environment
- Comfortable working cross-functionally with Product, Tech, and Sales
- Calm under pressure and trusted by customers when it matters most
What Success Looks Like:
- Consistently high CSAT and NPS and KPI scores
- Faster onboarding and reduced time-to-value for new customers
- Lower churn and stronger long-term customer retention
- A confident, high-performing, engaged service 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 service, systems)
- Clear progression into broader service or customer leadership as the company grows
- Direct access to leadership, reporting to the Managing Director
- The chance to shape how customer service and operations work in an established and ambitious ERP SaaS 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.
Service Delivery / Customer Support Manager - ERP, SaaS, Tech in Lincoln employer: VoiceWorks
Contact Detail:
VoiceWorks Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery / Customer Support Manager - ERP, SaaS, Tech in Lincoln
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with yours. This will help you show that you're not just a fit for the role, but for the team too!
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience in customer service and leadership makes you the perfect candidate. Keep it concise and focus on how you can add value to their team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace Service Delivery / Customer Support Manager - ERP, SaaS, Tech in Lincoln
Some tips for your application 🫡
Show Your Passion for Customer Experience: When writing your application, let your enthusiasm for customer service shine through. We want to see how you can turn complex problems into loyal customers, so share specific examples of how you've done this in the past.
Tailor Your Application: Make sure to customise your application to reflect the skills and experiences mentioned in the job description. Highlight your leadership experience and any background in SaaS or ERP environments, as these are key to us.
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and focus on what makes you a great fit for the role. Remember, we’re looking for someone who can communicate effectively!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at VoiceWorks
✨Know Your Stuff
Make sure you understand the ERP and SaaS landscape. Brush up on Khaos Control's offerings and how they help businesses thrive. Being able to discuss specific features and benefits will show your genuine interest and expertise.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in customer service or support roles. Highlight your experience in setting KPIs, improving processes, and driving customer satisfaction. This is a senior role, so demonstrating your leadership style is key.
✨Be Ready for Complex Scenarios
Expect questions about handling escalations and complex customer challenges. Think of real-life examples where you turned a difficult situation into a positive outcome. This will showcase your problem-solving skills and ability to maintain calm under pressure.
✨Emphasise Customer-Centricity
Khaos Control values putting the customer at the heart of everything. Be prepared to discuss how you've prioritised customer needs in past roles and how you plan to enhance the customer experience in this position. Show that you truly understand the importance of customer loyalty.
