Support Manager

ClearCourse; Newcastle upon Tyne; Hybrid; GBP 52,000 - 68,000; Full time

Benefits offered by this job

Holiday + bank holidays

Hybrid work

Private medical cover

Health cash plan

Life assurance

Calm wellbeing app

Perkbox benefits

Cycle to work

Volunteering days

Employee assistance

Job summary

ThinkSmart, Newcastle, is seeking a Support Manager to lead our UK and Australia support teams from a hybrid base in Newcastle. You’ll deputise for the Head of Support and shape how we deliver world-class service as we scale.

Lead six agents across two time zones, own service quality, handle escalations, manage UK/Australia rotas, and convert desk data into actionable insights to reduce repeat contacts.

Qualifications

• Proven experience managing a support or service desk team.
• Strong grasp of incident, request and problem management.
• Experience reporting on trends and service performance.
• Flexibility to work early or late for Australian hours.
• Bonus: SaaS and multi-time-zone experience.

Responsibilities

• Coach and develop a team of six across two time zones.
• Own service quality and customer experience.
• Be the go‑to for escalations.
• Manage rotas to cover UK and Australian hours.
• Turn service desk data into insight that cuts repeat contact.
• Improve our processes, tools and knowledge base.

Skills

People management

Incident & problem mgmt

Service performance reporting

Flexible with Australian hours

Job description

SUPPORT MANAGER

Hybrid, Newcastle
Reports to: Director of Operations
Team: Six Service Desk Agents across the UK and Australia

ABOUT THINKSMART

We build software for children's activity providers, helping thousands of clubs across the UK and Australia give kids great experiences. We're growing fast, and brilliant support is how we keep customers happy.

ABOUT THE ROLE

Lead our UK and Australia support team and shape how we deliver support as we scale. Deputise for the Head of Support and build a path into senior leadership.

WHAT YOU'LL DO

• Coach and develop a team of six across two time zones
• Own service quality and customer experience
• Be the go‑to for escalations
• Manage rotas to cover UK and Australian hours
• Turn service desk data into insight that cuts repeat contact
• Improve our processes, tools and knowledge base

WHAT YOU'LL BRING

• Proven experience managing a support or service desk team
• Strong grasp of incident, request and problem management
• Experience reporting on trends and service performance
• Flexibility to work early or late for Australian hours
• Bonus: SaaS and multi-time-zone experience

WHO YOU ARE

Customer-first, organised, resilient and a natural problem solver.

• 25 days holiday plus bank holidays
• Hybrid and flexible working options
• Private medical cover
• Health cash plan
• Life assurance
• Access to the Calm wellbeing app
• Perkbox employee benefits platform
• Enhanced parental leaveCycle to work scheme
• Volunteering days
• Employee Assistance Programme
• Ongoing learning, development, and career progression across the ClearCourse Group