Customer Support Manager

CCDC; Cambridge; On-site; GBP 60,000 - 80,000; Full time

Job summary

CCDC is seeking a Customer Support Manager to lead the delivery and ongoing development of customer support across our scientific software, data and services. You will supervise a team of technical support specialists and collaborate with science and data teams to ensure responsive, high-quality support for a diverse global user base.

The role involves shaping support strategy, defining KPIs, and driving continuous improvement, including governance, data protection, and self-service resources,

Responsibilities

• Lead and develop customer support services across our product portfolio.
• Define and monitor KPIs, report on support performance, and improve processes.
• Work cross-functionally with Software Development, Product Management, and Data teams to address issues and communicate changes to customers.

Skills

People leadership

Customer support management

Cross-functional collaboration

Job description

The CCDC is looking for a Customer Support Manager to lead the delivery and ongoing development of customer support services across our product portfolio, ensuring our diverse global user base receives responsive, high-quality support for our scientific software, data, and services.

This is an opportunity for you to contribute to the advancement of science in a meaningful way by helping academic institutions, pharmaceutical companies, and industrial research organisations get the best from CCDC products-spanning cloud-hosted and on-site deployments, scientific tooling, data access, licensing, and API/Python-based solutions.

Working within our Technology & Product function, you will be accountable for both the strategic direction and day-to-day health of CCDC's support function. You will manage a team of technical support specialists, oversee support provided by our expert science and data teams, and work closely with the Head of Technology & Product and senior leadership to ensure support processes operate smoothly, efficiently, and in line with customer expectations.

You may already have several years' experience leading technical, scientific, software, or customer support teams in a complex product environment. You will demonstrate strong people leadership skills, the ability to develop and motivate a team, and the operational judgement needed to maintain effective cover, continuity, and service quality across support processes.

You will be confident shaping customer support strategy, improving processes, and scaling services as product portfolios evolve. You will have experience defining and monitoring KPIs, reporting on support performance, maintaining support tools and self-service resources, and using customer insight to drive continuous improvement in satisfaction and efficiency.

You will enjoy working cross-functionally with Software Development, Product Management, Product Owners, Commercial, Science, and Data teams to ensure customer feedback and recurring issues are understood and acted upon. You will be comfortable helping teams prepare for new features and releases, communicating changes to customers, and establishing clear escalation mechanisms for complex scientific or technical queries.

Experience with customer support governance, data protection, GDPR-aware customer data handling, knowledge bases, customer portals, or online support communities would be advantageous. Most importantly, you will bring a customer-centred approach, excellent communication skills, and a commitment to CCDC's values of quality, innovation, passion, community, collaboration, integrity, agility, diversity, and customer centricity.

Please take a look at the CCDC website to see how this is an opportunity for you to contribute to the advancement of global structural science.

For further details, please see the full Job Description and Person Specification.

Closing date for applications 30 October 2026.