This is an exciting opportunity for a SaaS Support Manager to lead a team of Product Support Analysts (8-10 currently) on a busy, B2B helpdesk. You will work alongside the customer solutions, experience and success teams to ensure maximum client satisfaction.
Our client is a market-leading SaaS business operating both in the UK and the US, serving customers both at SME and Enterprise level. Over the last 10 years, they have grown year-on-year and now have some of the world’s biggest brands using their software.
Growth for the next 2 years is set to treble and this is a brand-new role which will help enable this expansion across multiple office locations, meaning the opportunity for personal progression is outstanding.
As our successful Support Manager, you will be a super-organised, motivational leader with proven experience managing and developing a Support team with a strong focus on driving KPI’s and SLA’s.
This experience will have been in a B2B software or SaaS environment, where you have progressed from Application Support into a role with more responsibility.
You will have a natural drive to maximise customer experience and will demonstrate a proven ability to inspire your team to do the same, bringing the best out of them in the process and maximising the efficiency of their output.
You will also have an eye for detail and a super-positive, can-do attitude and you will always be looking to improve processes and reporting methodology to help the business drive continual improvement across all areas including sales, customer success and product development.
Keywords: Support Manager, Service Delivery, Customer Service, Customer Success, SaaS, PaaS, B2B Software, KPI’s, SLA’s, Management, Mentoring, Training, Onboarding, Helpdesk, Service Desk, Team Leadership.