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For Companies At a Glance
- Tasks: Lead and develop a customer support team, ensuring exceptional service and satisfaction.
- Company: Join Khaos Control, an award-winning ERP SaaS provider powering UK retailers for over 25 years.
- Benefits: Competitive salary, hybrid working, bonus opportunities, and a training budget for personal growth.
- Why this job: Shape the future of customer service in a dynamic SaaS environment 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 as the company grows.
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 Peterborough 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 Peterborough
✨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!
✨Tip Number 2
Prepare for those interviews by practising common questions related to customer service leadership. Think about how you can showcase your experience in handling escalations and improving customer satisfaction. We want you to shine!
✨Tip Number 3
Showcase your ownership mentality! In interviews, share specific examples of how you've taken charge in previous roles, especially in complex situations. This will resonate with employers looking for someone who thrives on accountability.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search. Let’s get you that dream role!
We think you need these skills to ace Service Delivery / Customer Support Manager - ERP, SaaS, Tech in Peterborough
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 CV and cover letter to highlight your experience in SaaS or ERP environments. We love seeing how your background aligns with our mission at Khaos Control, so don’t hold back on those relevant skills!
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 Service Delivery / Customer Support Manager role.
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’re considered for this exciting opportunity. Plus, it shows you’re keen to join 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 with KPIs, CSAT, and NPS scores, and be ready to discuss how you can drive these metrics at Khaos Control.
✨Demonstrate Problem-Solving Abilities
Think of complex customer issues you've resolved in the past. Be ready to share these stories during the interview, focusing on your ownership and the steps you took to ensure customer satisfaction.
✨Emphasise Cross-Functional Collaboration
Since this role involves working with Product, Tech, and Sales, prepare to discuss your experience collaborating across departments. Share how you’ve improved processes or resolved issues by working closely with other teams.
