Customer Support Manager

K2 Medical Systems Ltd; Droitwich Spa; Remote; GBP 30,000 - 45,000; Full time

Job summary

A leading Healthcare software company is looking for a Customer Support Manager to oversee its Application Support team. This remote position will involve managing day-to-day operations, coaching team members, and ensuring high customer satisfaction. Candidates should possess strong leadership skills and a passion for delivering outstanding service.

Benefits

25 days holiday plus bank holidays

5 Personal Days leave entitlement

Annual Lifestyle Reward of £325

Qualifications

• Proven experience in customer service or application support leadership role.
• Excellent communication skills for conveying technical and non-technical information.
• Ability to analyze service performance metrics and implement improvements.

Responsibilities

• Leading and managing the Application Support team.
• Acting as an escalation point for complex support queries.
• Monitoring service desk KPIs, customer satisfaction, and SLA compliance.

Skills

Leadership

Communication

Problem-solving

Customer-focused mindset

Performance management

Tools

Microsoft Office

Job description

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Harris Health Alliance, a Harris Computer company, are recruiting for a Customer Support Manager on a permanent, remote-working basis.

We’re seeking a Customer Support Manager to lead our Application Support team in delivering excellent service to our users. You’ll be responsible for overseeing day-to-day support operations, ensuring adherence to SLAs, coaching team members, and driving continuous improvement in customer satisfaction and service delivery. You’ll work closely with technical teams, product owners, and senior stakeholders to escalate issues, resolve systemic problems, and help roll out service improvements.

What you will do

In performing this role your core duties will include (but will not be limited to):

• Leading and managing the Application Support team, setting priorities, monitoring performance, and ensuring timely and effective resolution of customer issues
• Acting as an escalation point for complex or sensitive support queries, liaising with internal teams to drive resolution
• Monitoring and reporting on service desk KPIs, customer satisfaction, SLA compliance, and overall support effectiveness
• Championing a customer-centric culture by promoting professionalism, empathy, and accountability within the support team
• Identifying process improvements, contribute to automation and monitoring strategies, and support the roll-out of service enhancements
• Coordinating training and onboarding of new support team members, ensuring documentation and knowledge-sharing practices are in place

What we are looking for

We’re looking for a strong communicator and hands-on leader who is passionate about delivering great customer experiences. You’ll be a problem-solver and team-builder, capable of juggling priorities while staying calm under pressure.

We embrace a set of values that guide how we work together — we aim to foster an environment of respect, integrity, and continuous improvement.

We value leadership as much as technical understanding — you don’t need to know every detail of the underlying systems, but you do need to be comfortable working with technical teams and helping your team succeed.

At times you may need to attend a customer’s premises, it is highly desirable that you are able and willing to do so on occasion.

In terms of relevant skills and experience, you will have:

• Proven experience in customer service or application support leadership role
• Strong people management skills, including coaching, performance management, and conflict resolution
• Excellent communication skills — able to convey technical and non-technical information clearly
• The ability to analyse service performance metrics and implement data-driven improvements
• A customer-focused mindset with a commitment to service excellence
• Confidence managing multiple priorities in a dynamic and fast-paced environment
• A good working knowledge of Microsoft Office tools (Outlook, Excel, Word)

Whilst not essential, experience or familiarity with the following would be beneficial also:

• Familiarity with SQL and common database platforms (e.g., Oracle, SQL Server, PostgreSQL)
• Experience working in a regulated or quality-assured environment
• Understanding of cloud platforms (e.g., Microsoft Azure) or web-based infrastructure
• Understanding of NHS or UK Government systems and standards
• Experience in Electronic Patient Record systems is highly desirable

About Us

Formed in 2024 Harris Health Alliance, a subsidiary of Harris Computer comprises four distinct brands all operating within the Healthcare sector providing software to clients worldwide.

Harris Health Alliance is part of Harris Computer group, a provider of mission critical software solutions for the Public Sector, Healthcare, Utilities and Private Sector verticals throughout North America, Europe, Asia, and Australia.

Harris’ strategy focuses on acquiring software businesses, strengthening and managing them well, and growing them for the future. Our companies provide mission-critical software solutions to a global customer base across various vertical markets. We are a part of Constellation Software Inc. (TSX: CSU), one of the world’s most active acquirers of software businesses.

At Harris, we strive to create a respectful and united environment where all members of our globally diverse community are empowered and have equitable opportunities to succeed.

Harris offer an extremely competitive UK employee benefits programme. 5 Personal Days leave entitlement are granted over and above the standard 25 days holiday and bank holidays. Harris also offers all UK employees an annual Lifestyle Reward amounting £325 per annum/pro rata.

Supporting your application

Our recruitment process will comprise of interviews and, at times, a written exercise, an assessment day and/or a presentation. As an equal opportunities’ employer, we want to make sure we do all we can to make this a positive experience for you. If your application is progressed, please make us aware of any adjustments or additional support we can provide you with.