A fast-paced software company is looking for an experienced Support Manager to lead and coordinate its customer support operations team. This is a leadership-focused role suited to someone who thrives in a customer-centric operational environment â managing people, improving service delivery, handling escalations, and ensuring customers receive professional and efficient support.We are specifically looking for someone with strong support operations and team management experience, rather than a pure software development or engineering background.
Key Responsibilities:Team & People Management- Lead, mentor, and motivate the support team
- Manage team performance, scheduling, and after-hours support coverage
- Drive accountability, professionalism, and excellent customer service
- Coach team members and support ongoing development
Customer Support Operations- Oversee daily Helpdesk and customer support activities
- Ensure support tickets and customer queries are resolved within agreed service levels
- Handle escalations and manage high-priority customer issues
- Improve communication standards and customer satisfaction
Operational Support & Service Delivery- Improve support processes and operational workflows
- Monitor support trends and identify areas for improvement
- Maintain support procedures and documentation
- Work closely with internal teams to ensure smooth service delivery
Customer Relationship Management- Build strong customer relationships
- Act as the key point of contact for operational support concerns
- Identify recurring customer challenges and help drive solutions
- Ensure customers receive a professional and responsive support experience
Requirements:- Minimum 5 yearsâ experience in customer support, service delivery, or support operations
- Minimum 3 yearsâ experience managing a support or customer service team
- Experience working in a software, SaaS, logistics, or operational support environment
- Strong leadership and people management skills
- Excellent communication and customer engagement abilities
- Ability to work in a fast-paced, high-pressure environment
- Strong problem-solving and organisational skills
- Experience within exports, logistics, warehousing, fresh produce, or supply chain environments
- Exposure to ERP or operational software systems
- Experience managing customer escalations and service delivery processes
- Experience managing remote or distributed teams
- Is passionate about customer service and support excellence
- Can manage escalations professionally and calmly
- Is highly organised and operationally driven
- Can coordinate effectively between customers and internal teams
