Customer Support Manager (SaaS/Software)

Bit Zesty Ltd; United Kingdom; Remote; GBP 35,000 - 40,000; Full time

Job summary

Join a forward-thinking agency as a Customer Support Manager, where your expertise will drive client satisfaction and support innovative digital solutions. This role offers the chance to work with a diverse team, ensuring excellent service for live products while managing expectations and delivering quality results. With a strong focus on work-life balance and sustainability, this fully remote position allows you to make a positive impact while enjoying a comprehensive benefits package. If you're passionate about technology and client success, this is the perfect opportunity for you to shine.

Benefits

25 days annual leave

Gym membership contribution

Healthcare cash plan

Regular virtual team socials

Birthday off

Qualifications

• Minimum 2 years of experience in client support for digital projects.
• University degree required, ideally in a tech-related field.

Responsibilities

• Ensure client satisfaction by managing issues across multiple projects.
• Collaborate with teams to resolve support issues and improve products.

Skills

Client Support

Analytical Thinking

Communication

Project Management

Attention to Detail

Education

University Degree

Tools

Project Management Tools

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:

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

To succeed in this role, you should be:

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

What We Offer:

1. Annual Leave: 25 days + UK bank holidays + your birthday off.
2. Health & Fitness: Contribution towards gym memberships or fitness apps.
3. Healthcare Cash Plan
4. Social Events & Mindfulness: Regular virtual team socials and mindfulness practices.
5. Fully Remote Working: To promote balance and reduce environmental impact.
6. Contract: One-year contract with a possibility of becoming permanent.
7. 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!