Customer Support Manager

Vero HR Limited; Milton Keynes; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Private healthcare

High-impact role

Job summary

Vero HR Limited partners with a UK-based SaaS business to lead its customer support function and shape the customer experience across the business. The role is hands-on and requires people leadership, process improvement, and the ability to translate technical detail into practical customer solutions.

You'll own the operations, mentor a frontline team, manage escalations, and collaborate with engineering and sales to drive service excellence and automation where appropriate.

Qualifications

• Experience managing customer support teams in a SaaS environment.
• Proven track record of improving service levels.
• Ability to translate complex technical details into customer-friendly solutions.
• Strong written and verbal communication with stakeholders.

Responsibilities

• Lead and develop the customer support team.
• Maintain high standards of customer service.
• Manage escalations and resolve complex issues.
• Bridge between customers, the support team and engineering.
• Drive process improvements including automation and AI.
• Support key accounts and participate in customer meetings.
• Monitor team performance and coach growth.
• Collaborate across the business to deliver outstanding customer experiences.

Skills

People leadership

Stakeholder management

Escalation handling

Clear communication

Process improvement

SaaS support experience

Automation & AI awareness

Tools

Intercom

Job description

We're working with a growing UK-based SaaS business that provides a market-leading all-in-one software platform to organisations within the leisure and visitor attractions sector. Their platform brings together bookings, EPOS, CRM, finance and operational systems into a single, scalable solution. Their technology supports critical business operations, helping customers deliver exceptional experiences while managing complex day-to-day activities.

As part of their continued growth, they are now looking to appoint a Customer Support Manager to lead their customer-facing support function and play a key role in shaping the customer experience across the business.

This is a hands-on leadership role, ideal for an experienced Customer Support Manager or Team leader professional who enjoys developing people, improving processes and acting as the bridge between technical teams and customers.

About the opportunity

You’ll take ownership of the customer support operation, leading a team that provides frontline support and dedicated account. Working closely with senior stakeholders across the business, you’ll help drive service excellence while ensuring customer issues are resolved effectively and efficiently.

Key responsibilities include

• Leading and developing the customer support team
• Establishing and maintaining high standards of customer service
• Managing customer escalations and resolving complex issues quickly
• Acting as the link between customers, the support team and engineering
• Driving service improvements across processes, systems and workflows, including greater use of automation and AI
• Supporting key accounts and joining customer meetings when needed
• Overseeing team performance and helping people grow professionally
• Working collaboratively with colleagues across the business to deliver an outstanding customer experience

Who we are looking for

• Experience as a manager or team leader for a customer support or customer service function in a SaaS company
• A track record of managing and developing support teams
• Confidence handling escalations and supporting strategic customer relationships
• The ability to translate technical detail into clear, practical solutions for customers
• Strong stakeholder management, with clear written and verbal communication
• A history of driving service improvements and operational change
• Familiarity with the Intercom (Fin) helpdesk platform

On offer is

• Private healthcare
• High‑impact role within a growing SaaS business