Product Support Manager

Addition Solutions Ltd; Leeds; Hybrid; GBP 35,000 - 40,000; Full time

Job summary

A fast-growing UK SaaS company is seeking a Product Support Manager to lead day-to-day support operations in Leeds. The ideal candidate will have 3-5 years of experience in customer support, possess a strong diagnostics mindset, and be comfortable managing customer interactions across various channels. This role offers a competitive salary, a flexible hybrid working setup, and opportunities for career development.

Benefits

Competitive salary with regular reviews

Pension and 25 days' holiday

Personal development fund

Friendly culture with regular socials

Qualifications

• 3–5+ years in customer/technical support in the SaaS sector.
• Experience leading a support team or being the sole point of support.
• Experience in high-growth environments.

Responsibilities

• Own day-to-day support operations and workflows.
• Set and track performance metrics like SLA and CSAT.
• Handle customer escalations with empathy.

Skills

Customer support experience

Strong diagnostics mindset

Client-facing experience

Hands-on with support stacks

Calm communicator

Problem-solving passion

Tools

Zendesk

Intercom

Jira

Salesforce

Job description

We’repartneringwithafast-growingUKSaaSbusinessonapivotalProductSupportManagerhire.You’llleadday-to-daysupportoperations,raisethebaronservicequality,andturncustomerfeedbackintoproductimprovements,allwhilehelpingascalingplatformkeepusershappyandengaged.

RoleOverview:

• Location:LeedsCityCentre/Hybrid(2+daysperweek)
• Package:£35,000–£40,000perannum&benefits
• Industry:CyberSecurity/SAAS

WhatYou’llBeDoing:

• Owningthesupportfunctiondaytoday,workflows,staffing,prioritiesandstandards.
• Settingandtrackingperformancemetrics(thinkSLA,CSAT,first/averageresponsetimes)andactingonthedata.
• Handlingescalationswithempathyandpace;ensuringcustomersleaveeveryinteractionbetterthantheyarrived.
• PartneringwithProducttosurfaceissues,prioritisebugs,andfeedinsightbackintotheroadmap.
• Buildingandrefiningknowledgebasesforcustomersandinternalteams.
• Spottingtrends,recurringproblemsandautomationopportunitiestoscalesupportefficiently.
• Coordinatingcommsandresponseduringincidents/outages;keepingstakeholdersintheloop.
• WorkingcloselywithCustomerSuccessandSalestoprotectretentionandsatisfaction.

MainSkillsNeeded:

• 3–5+yearsincustomer/technicalsupportintheSAASsector
• Experiencebeingthesolepointofsupportforcustomersorleadingateam.
• Strongdiagnosticsmindset:comfortabletroubleshooting,interpretingdataandimprovingprocesses.
• Provenexperiencebeingclient-facingandprovidingsupportacrossphone,emailandvideo.
• Hands-onwithmodernsupportstacks(e.g.Zendesk/Intercom),ticketingandproducttooling(Jira),andCRM(Salesforce).
• Calm,clearcommunicatorwhomanagesescalationswithprofessionalismandcare.
• Experienceinhigh-growth/scale-upenvironments;M365/ADorGoogleWorkspaceadmin;familiaritywithcloud,SQLandreportingwouldbedesirable.
• Experienceinaproductsupportwouldbebedesirable.
• Individualwithapassionforproblem-solving!

What’sinItforYou:

• Competitivesalarywithregularreviews,pluspensionand25days’holiday.
• Exceptionalopportunitytostepintoanewlycreatedrolewithcareerdevelopmentavailable.
• Personaldevelopmentfundforcourses,certificationsandconferences.
• Flexiblehybridset-upfromacentralLeedslocation,withafriendly,people-firstculture.
• Regularsocialsandthechancetoshapehowagrowingsupportfunctionoperates.

CalltoAction:

We’llkeepthissimple:ifitsoundsgood,getintouch.

Weareanequalopportunityemployerandvaluediversityatourcompany.Wedonotdiscriminateonthebasisofrace,religion,colour,nationalorigin,gender,sexualorientation,age,maritalstatus,veteranstatus,ordisabilitystatus.

ByapplyingyouareconfirmingyouarehappytobeaddedtotheAdditionSolutionsmailinglistregardingfuturesuitablepositions.Youcanoptoutofthisatanytimesimplybycontactingoneofourconsultants.