Base pay range

Direct message the job poster from ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses

The Company:

• Global leading technology platform that has captured 80% of it's UK target market.
• Technology that millions rely on! These guys are shaping the future of this space.
• Complex, multi‑module SaaS platform that’s fast becoming the go‑to choice in its industry.
• Rapid-growth plans, where ideas turn into global impact.

The Opportunity:

As the Customer Support Manager, you\'ll help to transform the support function and build a world-class team that delivers customer excellence at every touchpoint. Be prepared to demonstrate how it’s done - this is very much a ‘hands-on’ role!

This is a fantastic opportunity to take solid foundations and further train, develop, and optimise your team.

Whilst leading the day-to-day activities of this busy support team, meeting SLAs and OKRs, assessing trends, and working with wider teams, you’ll collaborate with the VP of Customer to optimise team structure, processes, and best practice, whilst championing coaching and development of your team!

The Ideal Candidate:

• 3+ years’ experience managing a customer support team within the SaaS sector.
• Experience working with more complex SaaS solutions (multi-product/module).
• Experience within EdTech or further education (either directly or as a user base).
• A genuine leadership mentality: someone who can inspire from the front and develop the team around them.
• An ‘outside the box’ thinker! We are seeking someone who brings new ideas and the confidence to execute them.
• Excellent problem-solving, communication, and conflict-resolution skills.
• The ability to use metrics to drive performance and decision-making. Any experience with AI solutions is beneficial.
• Experience with ITIL or similar frameworks is advantageous.
• Experience and proficiency with SQL.

The Package:

• A base salary up to £60,000, plus bonus.
• 25 days’ holiday, plus bank holidays, plus wellbeing/charity days.
• Hybrid working (3x days in the MK office)
• Enhanced pension, maternity/paternity, and sick pay.
• And more!

ABR Talent are specialist recruitment partners supporting start-up and scale-up SaaS businesses with ‘growth engine’ roles such as Customer Success, Sales, Account Management, and Support. If you are looking to progress your career in this space, get in touch!

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service and Information Technology

Industries

• IT System Custom Software Development and Technology, Information and Media

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