Customer Technical Support Manager

ECS Resource Group; Manchester; On-site; GBP 35,000 - 55,000; Full time

Job summary

A fast-growing software house in Manchester seeks a proactive Customer Support Manager to lead a high-performing team. This role involves direct customer communication and mentoring, ensuring exceptional service delivery while using customer insights to drive product development. If you're passionate about excellent customer service and leading teams, this role is an exciting opportunity to shape customer experiences.

Qualifications

• 5+ years in customer support leadership, ideally in software environments.
• Proactive and solutions-driven.
• Empathetic and calm under pressure.

Responsibilities

• Lead Customer Support team to deliver high-quality service.
• Handle tickets and queries, ensuring SLA adherence.
• Improve support processes and mentor the team.

Skills

Communication

Technical Troubleshooting

Coaching

Tools

Freshdesk

Shopify

Aircall

Job description

2 days ago Be among the first 25 applicants

This range is provided by ECS Resource Group. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from ECS Resource Group

Customer Support Manager

Location: Manchester

Type: Permanent / Full-Time

A fast-growing software house is seeking a hands-on and proactive Customer Support Manager to lead a small, high-performing team. This is a people-first environment with a product-led culture, offering a fantastic opportunity to shape how exceptional support is delivered to thousands of app users.

You’ll be actively involved in customer communications via Freshdesk, live chat and phone—while mentoring others, improving support processes, and using customer insight to influence product development and innovation.

Key Responsibilities

• Lead and support the Customer Support team to deliver consistent, high-quality service
• Handle tickets and customer queries directly, setting a high standard in tone and responsiveness
• Develop deep technical understanding of the app, triage tools and support systems
• Liaise with Product and Development to feedback on user issues and trends
• Forecast support needs around new features and launches, aligning team priorities
• Oversee escalations, complaints, data protection concerns and ensure SLA adherence
• Contribute to testing of new releases, supporting smooth rollouts and backlog management
• Track KPIs and drive continual improvements in process, quality and team performance

What We’re Looking For

• 5+ years in customer support leadership, ideally within software or service desk environments
• A proactive, solutions-driven approach and strong technical troubleshooting ability
• Outstanding communication and coaching skills
• Familiarity with Freshdesk, Shopify, Aircall (or ability to learn quickly)
• Confident collaborating cross-functionally and managing competing priorities
• Empathetic, calm under pressure and passionate about great service

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  IT Services and IT Consulting and Hospitals and Health Care

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