Technical Support Manager. Job in Milton Keynes Education & Training Jobs

ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses; Milton Keynes; On-site; GBP 50,000 - 60,000; Full time

Job summary

A recruitment firm specializing in SaaS businesses seeks a Customer Support Manager to lead a team and deliver customer excellence. Ideal candidates will have over 3 years in SaaS leadership, problem-solving skills, and metrics-driven decision-making. The role offers a salary up to £60,000 and various benefits including enhanced pension and wellness days.

Benefits

25 days' holiday plus bank holidays

Enhanced pension

Wellbeing/charity days

Qualifications

• 3+ years' experience managing a customer support team within the SaaS sector.
• Experience with complex SaaS solutions.
• Proficiency with SQL and experience with ITIL is advantageous.

Responsibilities

• Lead day-to-day activities of the support team.
• Collaborate with the VP of Customer to optimize team structures.
• Demonstrate hands-on leadership for customer excellence.

Skills

Customer support management

Problem-solving

Leadership

Communication

Metrics-driven decision making

Tools

SQL

ITIL or similar frameworks

Job description

The Company:

• Privately owned global technology platform working with universities and leading venues across the globe.
• Backed by a larger global leader in software solution growth.
• A market-leading solution with major growth plans over the next seven years.

The Opportunity:

Join a business that truly dominates the market in its solution space. It already works with over 80% of its target market!

Help transform the support function and build a world-class team that delivers customer excellence at every touchpoint. Be prepared to demonstrate how it's done-this is very much a hands-on' role!

This is a fantastic opportunity to take already solid foundations and further train, develop, and optimise your team.

Whilst leading the day-to-day activities of this busy support team, meeting SLAs and OKRs, assessing trends, and working with wider teams, you'll collaborate with the VP of Customer to optimise team structure, processes, and best practice, whilst championing coaching and development of your team!

The Ideal Candidate:

• 3+ years' experience managing a customer support team within the SaaS sector.
• Experience working with more complex SaaS solutions (multi-product/module).
• Experience within EdTech or further education (either directly or as a user base).
• A genuine leadership mentality: someone who can inspire from the front and develop the team around them.
• An outside the box' thinker! We are seeking someone who brings new ideas and the confidence to execute them.
• Excellent problem-solving, communication, and conflict-resolution skills.
• The ability to use metrics to drive performance and decision-making. Any experience with AI solutions is beneficial.
• Experience with ITIL or similar frameworks is advantageous.
• Experience and proficiency with SQL.

The Package:

• A base salary up to £60,000, plus bonus.
• 25 days' holiday, plus bank holidays, plus wellbeing/charity days.
• Enhanced pension, maternity/paternity, and sick pay.
• And more!

ABR Talent are specialist recruitment partners supporting start-up and scale-up SaaS businesses with growth engine' roles such as Customer Success, Sales, Account Management, and Support. If you are looking to progress your career in this space, get in touch!