Customer Support Manager

Breathe; Horsham St. Faith; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A dynamic SaaS company based in Horsham is seeking a Customer Support Manager to lead a team and drive quality customer experiences. This role entails strategic oversight of customer support operations, ensuring high service standards, operational efficiency, and effective management of support metrics. The ideal candidate should possess proven leadership in SaaS along with strong analytical and technical skills. Enjoy perks like flexible working arrangements and private medical insurance in a supportive work culture.

Benefits

25 days holiday plus birthday off

Hybrid working model

Private medical insurance

Life insurance

Matched pension

Unlimited professional coaching

Volunteer days

Dog-friendly office

Access to exclusive financial wellbeing advice

Qualifications

• Proven leadership in a SaaS support environment.
• Strong analytical skills for decision making.
• Ability to remain calm under pressure.

Responsibilities

• Lead and develop a team of 7 Support Specialists.
• Design and maintain a scalable operating model.
• Act as senior escalation point for technical issues.

Skills

Leadership in SaaS support

Commercial awareness

Data analysis

Technical expertise

Operational management

Job description

Customer Support Manager

Who Are We?

Located in vibrant Horsham, Breathe isn't your typical SaaS business. Private equity owned, well‑funded, with over 16,000 customers, Breathe is the number 1 HR Software for SMEs in the UK. Our work culture is award‑winning, with talented people committed to driving impact while having fun together. We’re proud of our track record of success, but we’re even more excited about what the future holds for us.

Our Values: What We Live By

• People First: Every decision we make is about our people. We ARE the people‑first company.
• Be Better Tomorrow: Every day, we challenge ourselves to learn, grow, and improve—individually and as a team.
• Strive with Impact: Every action we take makes a difference—to our employees, our customers, and our business.
• Seek Out Efficiency: We scale smart. We innovate. We find ways to work better, not harder.

Why is this role important?

The Customer Support Manager is the strategic lead for Breathe’s customer support operation. This position ensures Breathe delivers a high‑quality, scalable, and commercially aware service that strengthens retention, improves customer satisfaction, and drives operational efficiency. You will work closely with the Chief Customer Officer, Partnerships Manager, and Customer Success Manager to translate Breathe’s customer and product strategy into clear support objectives, processes, and performance standards. This role owns the Breathe brand’s support experience end to end.

What You Will Be Doing

• Leadership & Team Management: Lead and develop a team of 7 Support Specialists, building an engaged, customer‑centric culture with clear expectations and progression paths.
• Operational Management & Scaling: Design and maintain a scalable operating model, owning workforce management, forecasting, queue control, and maintaining discipline around SLAs and quality control.
• Customer Experience & Quality: Define and run the quality assurance (QA) framework, leading continuous improvement work to reduce customer friction and increase first‑time resolution.
• Technical Expertise & Escalation Leadership: Act as Breathe’s senior escalation point for difficult or technical issues and partner with Product and Engineering to highlight and resolve bug patterns and technical debt.
• Data, Reporting & Forecasting: Own reporting across key support metrics (volume, SLA, CSAT), providing monthly insight to leadership and maintaining capacity models to ensure predictable scaling.
• AI, Automation & Tooling: Lead Breathe’s support automation roadmap, including AI‑assisted workflows, and ensure internal tooling (like Intercom) is configured to maximise accuracy, speed, and self‑service.
• Self Service & Knowledge Management: Own the Breathe knowledge base strategy, ensuring articles are clear, accurate, searchable, and aligned to product updates.
• Commercial Alignment: Identify trends in support that influence retention, expansion, or product adoption, sharing insights with Customer Success and New Business.
• Compliance, Security & Governance: Act as Breathe’s primary support lead for ISO, data protection, and security incident processes.
• Cross‑Functional Collaboration: Build strong partnerships across multiple departments to improve the customer experience and reduce inbound support volume.
• Information Security: Maintain awareness of and be compliant with information security protocols in relation to your job role and handling of any data.

What We Value for This Role

• Proven leadership in a SaaS support environment with significant volume and technical variation.
• Commercial awareness and the ability to link support trends to retention and operational efficiency.
• Operational rigour in forecasting, workload management, and workflow optimisation.
• Strong analytical skills and confidence using data to influence decisions.
• Strong technical aptitude and comfort working with product teams.
• Ability to remain calm, structured, and solution focused in high‑pressure situations.
• A positive role model with a people‑first approach and high personal resilience.
• Curious, proactive, and committed to continuous improvement.

Why You’ll Love It Here

• Time Off – 25 days holiday + your birthday off! You can also buy additional days.
• Flexible Working – Hybrid role (50% in office is our minimum).
• Private Medical Insurance – Includes dental, optical & mental health cover.
• Life Insurance – 2× salary.
• Matched Pension – Salary exchange with 5% employer contribution.
• Unlimited Professional Coaching – More Happi.
• Volunteer Days – 2 per year to give back to the community.
• Dog‑Friendly Office – Bring your four‑legged friend!
• Access to Mintago – Exclusive financial wellbeing through discounts and expert advice.

Confidence can sometimes hold us back from applying for a job. But we’ll let you in on a secret: there’s no such thing as a perfect candidate. Breathe is a place where everyone can grow. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.

Breathe is an equal‑opportunity employer, and we encourage applicants from diverse backgrounds to join our team.

At Breathe, we are passionate about empowering HR with responsible, secure and safe AI, aiming to be among the first in the UK to achieve ISO 42001:2023 certification. Handling sensitive employee data necessitates strict adherence to our ISO 27001:2022 Certified security policies, making data privacy and security paramount in every role.