SaaS Customer Support Manager

SaaS Customer Support Manager

We are seeking an experienced Customer Support Manager to lead and inspire a high-performing support team within a growing software business. You’ll oversee the day-to-day running of the customer helpdesk, ensuring SLAs are met, service quality remains exceptional, and continuous improvements are implemented. This is a leadership role where your expertise, empathy, and ability to drive performance will directly impact customer satisfaction and retention.

Location: Milton Keynes – Hybrid (with travel across the UK, Ireland and occasionally overseas)

Salary: £50,000+ depending on experience, plus bonus, pension and an excellent benefits package

Requirements for SaaS Customer Support Manager

• 3+ years in a customer support position within a SaaS (Software-as-a-Service) company
• Strong leadership skills with a track record of motivating and developing teams
• Proven ability to manage helpdesk systems and workflows (e.g. Salesforce, Jira)
• Excellent problem-solving, communication, and conflict resolution skills
• Data-driven approach to performance management
• Technical aptitude with the ability to learn new software products quickly
• Experience with ITIL or service management frameworks is beneficial
• Previous exposure to AI-powered tools is desirable
• Confident stakeholder management and relationship building at all levels

Responsibilities for Customer Support Manager

• Lead and develop a team of support analysts (including a team lead) to deliver exceptional customer service
• Manage the day-to-day helpdesk operations, ensuring SLAs and OKRs are consistently met
• Oversee ticket management, escalation processes, and critical issue resolution
• Maintain and optimise helpdesk tools and knowledge bases to improve efficiency and self-service options
• Analyse customer feedback and support trends to inform product and process improvements
• Work closely with Product, Professional Services, and Customer Experience teams to ensure a seamless customer journey
• Monitor NPS and CSAT scores, taking ownership of actions to improve results
• Share market insights, customer needs, and innovative ideas with internal teams

What this role offers:

• Leadership of a talented, collaborative customer support team in a tech-driven environment
• Opportunities to shape processes and influence product improvements based on real customer feedback
• A competitive package with bonus, enhanced benefits, and excellent career development prospects

Applications

If you have a background in customer support within technology and would like to be considered for this Customer Support Manager position, please send your CV via the relevant link.

We are committed to creating an inclusive recruitment process. If you require reasonable adjustments for your application or during the selection process, please email us separately to discuss.

Keywords: Customer Support Manager / Helpdesk Manager / Technical Support Manager / Client Support Lead / Service Desk Manager / SaaS Support Manager / Support Operations Manager / Customer Experience Manager / Technical Account Manager / Service Delivery Manager / SaaS / Salesforce / Jira / ITIL / AI tools / Software Support / Customer Success / Data-driven support / Higher Education systems / Business Information Systems / Computer Science / Information Technology