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For Companies At a Glance
- Tasks: Lead customer support, ensuring satisfaction and loyalty through effective service delivery.
- Company: Join Khaos Control, an award-winning ERP SaaS provider with a customer-first culture.
- Benefits: Competitive salary, hybrid working, bonus opportunities, and training budgets.
- 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: Opportunity for career progression and direct access to company leadership.
The predicted salary is between 46000 - 58000 £ 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
- Service Delivery / Customer Support Manager
- 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
What 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 Nottingham 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 Nottingham
✨Tip Number 1
Network like a pro! Reach out to your connections in the SaaS and ERP space. Attend industry events or webinars, and don’t be shy about introducing yourself. 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 those interviews by practising common questions related to customer service leadership. Think about how you’d handle complex customer issues and be ready to share examples from your past experiences. Show them you’re the ownership-driven leader they need!
✨Tip Number 3
Research Khaos Control thoroughly! Understand their products, values, and customer base. This will help you tailor your conversations and show that you’re genuinely interested in making an impact in their customer service operations.
✨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 proactive and serious about joining the team at Khaos Control. Let’s get you that dream job!
We think you need these skills to ace Service Delivery / Customer Support Manager - ERP, SaaS, Tech in Nottingham
Some tips for your application 🫡
Show Your Passion for Customer Experience: When you're 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 job description. Highlight your experience in SaaS or ERP environments and how it aligns with our mission at Khaos Control. We love seeing candidates who take the time to connect their skills with our needs!
Be Clear and Concise: While we appreciate detail, clarity is key! Keep your application straightforward and to the point. Use bullet points where necessary to make it easy for us to see your qualifications and achievements at a glance.
Apply Through Our Website: We encourage you to apply directly through our website. This way, your application will be processed smoothly, and you'll be one step closer to joining our team. Plus, it shows us that you're serious about wanting to be part of Khaos Control!
How to prepare for a job interview at VoiceWorks
✨Know Your Customer Experience
Dive deep into the customer experience aspect of the role. Be ready to discuss how you would enhance customer satisfaction and retention, especially in a SaaS environment. Think about specific examples from your past where you've turned complex issues into positive outcomes for customers.
✨Showcase Your Leadership Skills
Prepare to talk about your leadership style and how you've successfully managed teams in the past. Highlight any experience you have in coaching and developing customer service teams, and be ready to share metrics that demonstrate your impact on team performance.
✨Understand the Product Inside Out
Familiarise yourself with Khaos Control's ERP software and its features. Being able to speak knowledgeably about the product will show your genuine interest and help you articulate how you can contribute to improving customer onboarding and overall service standards.
✨Be Ready for Complex Scenarios
Anticipate questions about handling escalations and complex customer challenges. Prepare examples of how you've navigated difficult situations in the past, focusing on your problem-solving skills and ability to maintain calm under pressure.
