Customer Support Manager

1 day ago

Waterlooville, Hampshire, United Kingdom ClearCourse Full time
Customer Support Manager – Hybrid (Waterlooville)

Join a team that's shaping the future of customer experience in the Epos bureau space.

We're looking for a dynamic Customer Support Manager to lead our dedicated support team and deliver exceptional service to our clients. This is an exciting opportunity to combine hands-on leadership with strategic thinking — ensuring our customers receive outstanding service while continuously improving our processes and performance.

You'll play a key role in developing the team, optimising service delivery, and championing customer excellence across the business. If you thrive in a fast-paced SaaS and Epos environment, love solving challenges, and know how to motivate a team to deliver their best — this is the perfect role for you.

 
Key Responsibilities

  • Lead, coach, and develop the Customer Support team through regular one-to-ones and performance reviews

  • Monitor KPIs and SLAs to ensure service standards are consistently achieved

  • Act as an escalation point for complex customer issues, ensuring quick and effective resolution

  • Create and implement service procedures, policies, and training plans

  • Identify trends and risks through data analysis and propose improvements

  • Collaborate with internal teams and stakeholders to enhance the customer experience

  • Drive a culture of accountability, collaboration, and continuous improvement

 
What You'll Bring

  • 3+ years in an IT support or customer-facing role

  • 3+ years' experience in SaaS or tech-based environments

  • Proven track record of managing or leading customer support teams

  • Excellent communication, organisation, and prioritisation skills

  • A proactive, can-do attitude with a genuine passion for customer satisfaction

  • Strong problem-solving mindset and ability to work in a fast-paced setting

 
Why Join Us?

At ClearCourse, we believe in empowering our people to thrive — at work and beyond. You'll be part of a collaborative, innovative environment where your ideas make an impact and your growth is supported.

We offer:

  • Competitive salary and benefits

  • 25 days holiday + your birthday off

  • Private medical insurance (Bupa) & health cash plan

  • Life assurance & income protection

  • Enhanced parental leave & family wellbeing support

  • Perkbox discounts & perks

  • Generous pension contributions

  • Hybrid working model (flexibility to work from home and the Waterlooville office)

Join us and lead a team that delivers service excellence, every day.

Apply now to become our next Customer Support Manager and help us redefine what great customer experience looks like.

Keywords: Customer Support Manager | SaaS | EPOS | IT Support | Service Delivery | Team Leadership | Hybrid | Waterlooville

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