Software Support Manager – Thornbury

Ruth Wagstaff Recruitment Ltd; Thornbury; On-site; GBP 35,000 - 50,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Private Healthcare

Incentive

Flexible benefits

Job summary

Wagstaff Recruitment is partnering with a Bristol-based B2B technology business to recruit a Software Support Manager. The role focuses on customer success, problem resolution, and effective communication across stakeholders.

You will train customers on the software and coordinate with engineers and field staff to deliver swift solutions. Located in Thornbury, Gloucestershire, the role supports occasional travel to customer sites and even abroad when needed, with hybrid working: 3 days in the

Qualifications

• Experience in software support or IT support in a customer-facing role.
• Ability to resolve issues and manage escalations efficiently.
• Willingness to travel to customer sites occasionally.
• Strong communication with stakeholders.

Responsibilities

• Drive customer success and act as a pivotal conduit for problem resolution.
• Train customers on used software and processes.
• Liaise between software engineers, customers, and field engineers.
• Travel to customer sites as needed; occasional international travel.

Skills

Customer support B2B

Problem solving

Learning new tech

Escalation handling

Job description

Software support manager

Customer success focused role

Bristol

3 days per week in the office

4 days during training

Up to £50k

Experience within software support, MSP, helpdesk support, or App support is highly desirable

Benefits:

25 days holiday plus bank holidays

Private Healthcare

Incentive

Other flexible benefits to choose from

I am working with a B2B Technology business in Bristol who are looking for a tech savvy support manager to drive customer success and act as a key conduit for problem resolution for their customers.

This role will provide training on the relevant software that they use, however you should be somebody that has a good understanding of software, or IT support in a customer facing role.

You might be someone that is looking to move form App support, MSP, or SaaS business.

Engagement and communication are very important to drive customer success.

You will also help to train customers on fault resolution, cascading technical information to noon technical stakeholders and vice versa.

You will act as a mid point between software engineers, customers and field engineers to ensure swift resolution to issues.

You should be someone who enjoys engaging with customers, and happy to travel to customer sites on occasion when a remote fix cant be found. This will be infrequent but as needed.

This could involve travelling abroad at times.

Skills required:

Customer support in a B2B environment

Experience with problem solving, or ticket resolution within a software or IT environment.

The ability to learn new technologies

Dealing with escalated support issues

Soft Skills required:

Excellent stakeholder communication skills

Proactive customer success mindset

Great at cascading feedback

Desirable skills:

Experience in a highly technical or scientific environment

Experience with training, upskilling, or education of customers / colleagues

This is an urgent vacancy, if you would like to be considered then please apply quoting reference AR102995

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If you are interested in this position please click ‘apply’.

Hunter Selection Limited is a recruitment consultancy with offices UK wide, specialising in permanent & contract roles within Engineering & Manufacturing, IT & Digital, Science & Technology and Service & Sales sectors.

Please note as we receive a high level of applications we can only respond to applicants whose skills & qualifications are suitable for this position. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010.

For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.

Job Tenure: Permanent
Salary: £35000 – £50000 per annum + 25 days holiday plus bank, Healthcare
Location: Thornbury, Gloucestershire