Product Support Manager

Addition+; Leeds; On-site; GBP 35,000 - 40,000; Full time

Job summary

A fast-growing SaaS company in Leeds is seeking a Product Support Manager to oversee day-to-day support operations, enhance service quality, and translate customer feedback into product improvements. This role demands a minimum of 3 years in customer support, a strong diagnostics mindset, and experience with modern support tools like Zendesk and Salesforce. The position offers a competitive salary and career development in a flexible, hybrid environment.

Benefits

Competitive salary with regular reviews

Personal development fund

Flexible hybrid setup

25 days holiday

Qualifications

• Minimum of 3 years in customer / technical support in the SaaS sector.
• Experience being the sole point of support or leading a team.
• Proven experience providing support across various channels.

Responsibilities

• Own the support function day-to-day, managing workflows and priorities.
• Set and track performance metrics like SLA and CSAT.
• Handle escalations with empathy and clarity.

Skills

Customer / technical support experience

Strong diagnostics mindset

Client-facing experience

Calm communicator

Problem-solving passion

Tools

Zendesk

Intercom

Jira

Salesforce

Job description

Product Support Manager

We’re partnering with a fast-growing UK SaaS business on a pivotal Product Support Manager hire. You’ll lead day-to-day support operations, raise the bar on service quality, and turn customer feedback into product improvements, all while helping a scaling platform keep users happy and engaged.

Role Overview :

• Location : Leeds City Centre / Hybrid (2+ days per week)
• Package : £35,000–£40,000 per annum & benefits
• Industry : Cyber Security / SAAS

What You’ll Be Doing :

• Owning the support function day to day, workflows, staffing, priorities and standards.
• Setting and tracking performance metrics (think SLA, CSAT, first / average response times) and acting on the data.
• Handling escalations with empathy and pace; ensuring customers leave every interaction better than they arrived.
• Partnering with Product to surface issues, prioritise bugs, and feed insight back into the roadmap.
• Building and refining knowledge bases for customers and internal teams.
• Spotting trends, recurring problems and automation opportunities to scale support efficiently.
• Coordinating comms and response during incidents / outages; keeping stakeholders in the loop.
• Working closely with Customer Success and Sales to protect retention and satisfaction.

Main Skills Needed :

• Minimum of 3 years in customer / technical support in the SAAS sector
• Experience being the sole point of support for customers or leading a team.
• Strong diagnostics mindset : comfortable troubleshooting, interpreting data and improving processes.
• Proven experience being client-facing and providing support across phone, email and video.
• Hands‑on with modern support stacks (e.g. Zendesk / Intercom), ticketing and product tooling (Jira), and CRM (Salesforce).
• Calm, clear communicator who manages escalations with professionalism and care.
• Experience in high-growth / scale‑up environments; M365 / AD or Google Workspace admin; familiarity with cloud, SQL and reporting would be desirable.
• Experience in a product support would be be desirable.
• Individual with a passion for problem‑solving!

What’s in It for You :

• Competitive salary with regular reviews, plus pension and 25 days’ holiday.
• Exceptional opportunity to step into a newly created role with career development available.
• Personal development fund for courses, certifications and conferences.
• Flexible hybrid set-up from a central Leeds location, with a friendly, people‑first culture.
• Regular socials and the chance to shape how a growing support function operates.

Call to Action :

We’ll keep this simple : if it sounds good, get in touch.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.