Client Support Manager

This is a remote position. Were looking for a proactive organised and people focused Client Support Manager to ensure our clients receive excellent responsive service every day. This role is all about keeping our key clients happy resolving their issues quickly accurately and with genuine care. Youll work directly with our clients and internal teams to make sure support requests are handled efficiently root causes are identified and improvements are made. This isnt account management or sales; its about providing consistently brilliant service and maintaining strong trusted relationships through reliable day to day support. Youll be working closely with the Ops and Service team and full training will be provided so if you thrive in a fast paced problem solving environment where no two days are the same this could be a great next step. Our Head Office is in Livingston Scotland but were open to remote applicants. Please note that training will take place in either our Livingston or Leeds office so youll need to be able to commute to one of these locations once or twice a week during your onboarding period. Key ResponsibilitiesClient Support and Case Management Take ownership of client support requests from initial contact through to resolution ensuring timely and professional responses. Prioritise and manage multiple cases using our Zoho Desk system maintaining accurate up to date records. Collaborate with internal teams (Development Operations and Customer Care) to resolve issues and escalate when required. Identify recurring issues and suggest process or product improvements to reduce future support needs. Maintain and report on key metrics such as response times resolution rates and client satisfaction. Service Quality and Communication Ensure all communication with clients is clear empathetic and solution focused. Keep clients updated on progress and expected resolution timelines. Proactively follow up on closed cases to confirm client satisfaction. Contribute to support materials and FAQs to improve self service options for users. Internal Collaboration Work closely with Ops Sales and Development teams to ensure feedback from clients leads to tangible product or process improvements. Support project and onboarding teams with post go live client care as needed. Share insights on common support themes and contribute to team knowledge sharing. Requirements Experience providing software or technical platform support (SaaS experience preferred). Excellent written and verbal communication skills with a calm and confident manner. Strong organisational skills and the ability to handle multiple cases efficiently. A methodical problem solving mindset with an eye for detail. Empathetic and patient with a genuine commitment to helping clients succeed. Experience using ticketing or CRM systems such as Zoho Desk Zendesk or similar. Familiarity with education catering or other service based industries (desirable). Collaborative team player who thrives in a fast moving environment. Benefits 40 days holiday (including bank holidays) because balance matters Remote first approach with office access in Livingston or Leeds. Ongoing development opportunities including mentoring from senior leadership Supportive approachable team culture that values initiative and ideas Career progression as we grow were creating new roles in client success service and leadership. Who We Are SchoolGrid provides trusted software solutions to schools catering providers and local authorities across the UK. Our platform supports the full meal service journey from menu planning to meal ordering making daily operations more efficient for thousands of users. With deep experience in the school catering space we pride ourselves on building long term partnerships and delivering technology that works in the real world. Our clients rely on us not just for software but for consistent responsive support and a commitment to ongoing improvement. As we continue to grow and expand our offering we remain focused on delivering the same high standards of service training and innovation that our clients expect. Key Skills Customer Service,Client Expectations,Client Requirements,Client Support,Action Plans,Issue Resolution,Account Management,Client Relationships,Service Delivery,Client Service,Client Satisfaction,Client Management,Procedures,Service Level Agreements,New Clients Employment Type : Full Time Experience: years Vacancy: 1 Monthly Salary Salary: 30000 - 30000