Global Support & Strategy Lead - Scientific Software

CCDC; Cambridge; On-site; GBP 60,000 - 80,000; Full time

Job summary

CCDC is seeking a Customer Support Manager to lead the delivery and ongoing development of customer support across our scientific software, data and services. You will supervise a team of technical support specialists and collaborate with science and data teams to ensure responsive, high-quality support for a diverse global user base.

The role involves shaping support strategy, defining KPIs, and driving continuous improvement, including governance, data protection, and self-service resources,

Responsibilities

• Lead and develop customer support services across our product portfolio.
• Define and monitor KPIs, report on support performance, and improve processes.
• Work cross-functionally with Software Development, Product Management, and Data teams to address issues and communicate changes to customers.

Skills

People leadership

Customer support management

Cross-functional collaboration

Job description

CCDC is seeking a Customer Support Manager to lead the delivery and ongoing development of customer support across our scientific software, data and services. You will supervise a team of technical support specialists and collaborate with science and data teams to ensure responsive, high-quality support for a diverse global user base.

The role involves shaping support strategy, defining KPIs, and driving continuous improvement, including governance, data protection, and self-service resources,