Senior Customer Support Lead — Financial Software (Hybrid)

Ascend Consulting; Andover; Hybrid; GBP 42,000 - 60,000; Full time

Job summary

Ascend Consulting is seeking a Customer Support Lead for an Accountancy Software rollout in Andover, Hampshire. The role will oversee support for a portfolio of customers, lead hypercare, and transition to steady-state BAU support, while expanding the team in the future.

You will work hybrid and coordinate with customers and MSPs, using ITIL-aligned processes to ensure SLA/KPI compliance and high CSAT.

Qualifications

• I'veance in customer support or application support leadership.
• Experience delivering hypercare to BAU transitions.
• Knowledge of ITIL/ITSM.
• Experience with SLA/KPI reporting and governance.
• Familiar with financial terminology.
• Experience supporting professional accounts packages.
• Experience with customer end users and MSPs.
• Excellent written and verbal communication.

Responsibilities

• Own hypercare delivery and the handover to steady-state BAU support and Customer Care.
• Act as the escalation point for complex or high-priority issues.
• Provide expert-level support via service desk, email and phone using diagnostic tools.
• Own SLA and KPI compliance monitoring.
• Attend Service Review meetings with customers and MSPs.
• Maintain audit-ready governance records and Service Improvement Plans.
• Plan for future team expansion and supervisory responsibilities.

Skills

Customer support leadership

Hypercare leadership

ITIL / ITSM knowledge

SLA / KPI reporting

Contract governance

Service improvement

Financial terminology

Accounts packages knowledge

Stakeholder collaboration

Communication skills

Tools

FreshDesk

JSM

Zendesk

Job description

Ascend Consulting is seeking a Customer Support Lead for an Accountancy Software rollout in Andover, Hampshire. The role will oversee support for a portfolio of customers, lead hypercare, and transition to steady-state BAU support, while expanding the team in the future.

You will work hybrid and coordinate with customers and MSPs, using ITIL-aligned processes to ensure SLA/KPI compliance and high CSAT.