Hybrid Customer Support Manager: Lead High-Impact Teams

SoCode Limited; Cambridge; Hybrid; GBP 55,000 - 65,000; Full time

Benefits offered by this job

Benefits

Job summary

SoCode Limited in Cambridge is seeking a Customer Support Manager to lead and evolve the support function across software, data and cloud-based products. You will balance strategic leadership with hands-on operational excellence to deliver world-class customer experiences.

You will mentor a team of technical support specialists, define KPIs, drive process improvements, and collaborate with Product, Engineering and Commercial teams to ensure successful product launches and renewals.

Qualifications

• Proven experience leading a customer support or service delivery team.
• Strong people management and coaching skills.
• Experience developing support processes, KPIs and service improvements.
• Background supporting software products, SaaS platforms, cloud services, or technical solutions.
• Excellent stakeholder management and cross-functional collaboration.
• Strong analytical and problem-solving abilities.

Responsibilities

• Lead, mentor, and develop a team of technical support professionals.
• Oversee daily support operations, ensuring high service standards and customer satisfaction.
• Develop and execute the customer support strategy in line with business objectives.
• Drive continuous improvement across support processes, systems, and workflows.
• Define and track KPIs, reporting on performance and service metrics.
• Maintain and enhance support tools, knowledge bases, customer portals, and self-service resources.
• Collaborate with Product, Engineering, and Development teams to feed customer feedback into product roadmap.
• Ensure smooth support for new product launches, features, and software releases.
• Support commercial activities including customer trials, onboarding, and renewals.
• Manage escalation processes for complex technical and scientific issues.
• Ensure GDPR and data protection compliance and internal governance.

Skills

People management

Coaching

Stakeholder management

Analytical thinking

Problem solving

Knowledge of ticketing systems

Tools

Ticketing systems

Knowledge management tools

Job description

SoCode Limited in Cambridge is seeking a Customer Support Manager to lead and evolve the support function across software, data and cloud-based products. You will balance strategic leadership with hands-on operational excellence to deliver world-class customer experiences.

You will mentor a team of technical support specialists, define KPIs, drive process improvements, and collaborate with Product, Engineering and Commercial teams to ensure successful product launches and renewals.