ERP SaaS Service Delivery Leader – Customer Success

Khaos Control; Peterborough; Hybrid; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Up to 10% annual bonus

Hybrid working flexibility

Enhanced company pension

Training & development budget

Clear progression opportunities

Direct access to leadership

Job summary

An award-winning ERP SaaS provider in Peterborough is seeking a Service Delivery / Customer Support Manager. The role requires a leader capable of enhancing the customer experience and ensuring high satisfaction levels. Responsibilities include leading the support team, owning customer onboarding, and acting as an escalation point for complex issues. The ideal candidate has experience in SaaS or ERP and a strong focus on customer satisfaction. This position offers a hybrid working model, bonus opportunities, and career progression.

Qualifications

• Proven experience in customer service or service operations leadership.
• Background in ERP, SaaS, or complex B2B software strongly preferred.
• Ability to handle escalations and complex customer challenges.

Responsibilities

• Lead, coach, and develop the customer service and support team.
• Own customer onboarding and ensure high CSAT and NPS scores.
• Act as a senior escalation point for customer issues.
• Work cross-functionally to drive long-term resolutions.
• Improve processes, documentation, and service standards.

Skills

Leadership

Customer Service Leadership

Service Operations

Experience in SaaS

Experience in ERP

Complex B2B Software

Job description

An award-winning ERP SaaS provider in Peterborough is seeking a Service Delivery / Customer Support Manager. The role requires a leader capable of enhancing the customer experience and ensuring high satisfaction levels. Responsibilities include leading the support team, owning customer onboarding, and acting as an escalation point for complex issues. The ideal candidate has experience in SaaS or ERP and a strong focus on customer satisfaction. This position offers a hybrid working model, bonus opportunities, and career progression.