Customer Support Manager (SaaS/Software)

Bit Zesty; London; Remote; GBP 35,000 - 40,000; Full time

Job summary

A UK-based digital agency is looking for a Customer Support Manager to take ownership of support operations and ensure client satisfaction for digital products. The candidate should have at least 2 years of experience in client support for digital projects and a university degree. This role offers a salary range of £35,000 to £40,000 and the possibility of becoming permanent after a year. The position is fully remote, promoting work-life balance.

Benefits

25 days annual leave + bank holidays + birthday off

Contribution towards gym memberships

Healthcare cash plan

Regular virtual team socials

Mindfulness practices

Qualifications

• Minimum 2 years of experience supporting clients with digital projects.
• Demonstrated passion for technology through degree or work experience.
• Comfortable in a fast-paced, deadline-driven environment.

Responsibilities

• Ensure client happiness by managing issues across multiple projects.
• Collaborate with developers to resolve support issues.
• Write user stories and manage project boards.

Skills

Client support experience

Communication skills

Analytical thinking

Organizational skills

Education

University degree (1st or upper second class)

Job description

About Bit Zesty

Bit Zesty is a UK-based, multi-award-winning agency, delivering bespoke software solutions since 2009. We help clients achieve their goals through innovative software solutions tailored to their unique challenges. We believe strong relationships with colleagues and clients make us better than the sum of our parts. Committed to quality, our work positively impacts society. Fully remote since inception, we prioritise work-life balance, autonomy, flexibility, and environmental sustainability.

The Role

Being a Customer Support Manager at Bit Zesty means taking ownership of our support operations and providing excellent client service for their live digital products. It’s about collaboration, attention to detail, analytical thinking, and reliability. Reporting to the Senior Project Manager, you will work closely with a culturally diverse team of developers, UX designers, and Project Managers.

Key Responsibilities

• Ensure client happiness by prioritising and taking responsibility for issues and requests across multiple projects.
• Analyse client issues, document requirements, and define acceptance criteria.
• Collaborate with developers and designers to resolve support issues.
• Communicate priorities, expectations, and budget constraints to the team.
• Test features to ensure deliverables meet client and quality standards.
• Monitor estimates vs. actuals and manage client expectations.
• Plan and oversee larger product improvements to meet deadlines.
• Write user stories, create estimates, and manage project boards.
• Identify risks, escalate issues, and produce incident reports.
• Ensure time logging and prepare reports for invoicing purposes.
• Develop training materials to support team members.
• Communicate timelines, issues, outcomes, and costs to clients via email, phone, and online meetings.
• Support the project management and senior management teams as needed.

To succeed in this role, you should be

• Educated to a university degree level (1st or upper second class).
• Experienced supporting clients with digital projects (for example, software builds, SaaS, marketing websites, e-commerce sites) for at least 2 years.
• Passionate about technology, demonstrated through your degree or work experience.
• An effective communicator who inspires high-quality, timely work.
• Comfortable working in a fast-paced, deadline-driven environment.
• Organised, detail-oriented, and proactive in following up on tasks.
• Friendly and genuinely interested in the needs of clients, the team, and the business.

What We Offer

• Annual Leave: 25 days + UK bank holidays + your birthday off.
• Health & Fitness: Contribution towards gym memberships or fitness apps.
• Healthcare Cash Plan
• Social Events & Mindfulness: Regular virtual team socials and mindfulness practices.
• Fully Remote Working: To promote balance and reduce environmental impact.
• Contract: One-year contract with a possibility of becoming permanent.
• Salary: £35,000 - £40,000 depending on relevant experience.

How To Apply

If you’re interested and based in the UK, press “Apply” to submit your CV!