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Product Support Manager

2 weeks ago

Leeds, Leeds, United Kingdom Boxphish Full time £50,000 - £60,000 per year

Job title:
Product Support Manager

Reporting to:
VP of Product

Department:
Product

Location:
Leeds, UK

Summary

An exciting opportunity for a Product Support Manager to join a dynamic, growing company. We are looking for an ambitious individual motivated by the incredible potential joining a company at our stage of growth can bring.

  • Hours:
     Full-time – 37.5 hours
  • Location:
     Leeds – Hybrid (2-3 days in the office)
  • Salary:
     £35k to £40k depending on experience

Company Overview

Boxphish is a fast-growing cyber security SaaS company headquartered in Leeds. Since 2018, we've been helping globally recognised organisations improve their cyber defences. Our cyber security awareness training (SAT) platform arms organisations, and their people, with the tools and knowledge needed to spot cyber-attacks. This is achieved by combining real-world phishing simulations, quality training content, and actionable analytics into a single platform. The platform is simple to deploy, easy to manage, and proven to boost organisation-wide cyber awareness.

We've experienced significant growth in recent years, adding to headcount, customers, and platform users, now totalling over 750K. We've also been recognised by Gartner, the leading analyst house, and have been selected as one of Yorkshire's 50 Most Exciting Companies.

Our people-first approach to cyber security gives us a competitive advantage. With Boxphish, customers don't just get a quality product; they also benefit from an industry-leading service. Where possible, we also play our part in building for a better tomorrow. We donate regularly to local charities, plant trees for every sale, and provide free cyber safety training for school pupils.

The Opportunity

We are seeking a proactive and customer-focused Product Support Manager to lead and scale our support operations. In this role, you'll ensure timely and high-quality issue resolution, whilst collaborating closely with the Product and Customer Success teams. Your goal is to deliver exceptional customer support, improve operational efficiency, and drive product retention through excellent service.

We're looking for a personable, articulate individual who can demonstrate a passion for putting customers first alongside a desire to make a big impact across a growing department. Cyber Security experience is not mandatory, although a degree of technical acumen is required. Comprehensive training of the Products will also be provided.

What You Will Do

  • Lead and manage the daily operations of the Product Support function.
  • Set and track performance metrics (e.g. SLA compliance, CSAT, FRT, ART etc.).
  • Handle customer escalations and ensure a high-quality resolution process.
  • Partner with Product to report issues, prioritise bugs, and share customer feedback.
  • Maintain and improve internal and external knowledge bases.
  • Analyse support data to identify trends, recurring issues, and improvement opportunities.
  • Drive automation and process optimisation to scale support delivery.
  • Coordinate incident response and communication during product outages.
  • Collaborate cross-functionally with Customer Success, Sales, and Product teams to support customer retention and satisfaction.

Requirements

About You:

  • 3-5+ years of experience in customer support or technical support roles, ideally in a SaaS environment.
  • 1-2+ years of experience managing a support desk.
  • Strong understanding of SaaS products, customer lifecycles, and technical troubleshooting.
  • Experience with support tools and their administration (e.g. Zendesk, Intercom, Jira, Salesforce).
  • Excellent communication, leadership, and analytical skills.
  • Ability to manage escalations with empathy, urgency, and professionalism.
  • Data-driven mindset with experience analysing support metrics.

The Following Skills Will Be Highly Regarded:

  • Experience of working in a scale-up or high growth environment.
  • Experience in Microsoft 365 Administration and Active Directory, and Google Workspace.
  • Familiarity with Cloud Platforms, SQL and Reporting platforms.

Ideally, you will be based in the Leeds area and must be comfortable with coming into the office as required.

Benefits

  • Competitive salary with regular pay reviews.
  • Pension.
  • 25 days leave.
  • Personal development fund to use on relevant courses, certifications, or attending conferences.
  • Social events throughout the year.
  • Flexible hybrid working.
  • Central Leeds location.

Application Process

  1. First stage interview with hiring manager.
  2. Final interview with a member of the Senior Management Team.