Product Support Manager

We’repartneringwithafast-growing

UKSaa Sbusinessonapivotal Product Support Managerhire .You’llleadday-to-daysupportoperations,raisethebaronservicequality,andturncustomerfeedbackintoproductimprovements,allwhilehelpingascalingplatformkeepusershappyandengaged.

• Location:Leeds City Centre /Hybrid(2+daysperweek)
• Package:£35,000–£40,000perannum&benefits
• Industry:Cyber Security/SAAS

• Owningthesupportfunctiondaytoday,workflows,staffing,prioritiesandstandards.
• Settingandtrackingperformancemetrics(think
  
  SLA,CSAT,first/averageresponsetimes) andactingonthedata.
• Handlingescalationswithempathyandpace;ensuringcustomersleaveeveryinteractionbetterthantheyarrived.
• Partnering with Producttosurfaceissues,prioritisebugs,andfeedinsightbackintotheroadmap.
• Buildingandrefiningknowledgebasesforcustomersandinternalteams.
• Spottingtrends,recurringproblemsandautomationopportunitiestoscalesupportefficiently.
• Coordinatingcommsandresponseduringincidents/outages;keepingstakeholdersintheloop.
• Workingcloselywith Customer Success and Salestoprotectretentionandsatisfaction .

• 3–5+yearsincustomer/technicalsupportintheSAASsector
• Experiencebeingthesolepointofsupportforcustomersorleadingateam.
• Strongdiagnosticsmindset:comfortabletroubleshooting,interpretingdataandimprovingprocesses.
• Provenexperiencebeingclient-facingandprovidingsupportacrossphone,emailandvideo.
• Hands-onwithmodernsupportstacks(e.g.Zendesk/Intercom),ticketingandproducttooling(Jira),andCRM(Salesforce).
• Calm,clearcommunicatorwhomanagesescalationswithprofessionalismandcare.
• Experienceinhigh-growth/scale-upenvironments;
  
  M365/ADor Google Workspaceadmin ;familiaritywithcloud,SQLandreportingwouldbedesirable.
• Experienceinaproductsupportwouldbebedesirable.
• Individualwithapassionforproblem-solving!

• Competitivesalarywithregularreviews,pluspensionand
  25days’holiday.
• Exceptionalopportunitytostepintoanewlycreatedrolewithcareerdevelopmentavailable.
• Personaldevelopmentfundforcourses,certificationsandconferences.
• Flexiblehybridset-upfromacentral
  
  Leedslocation,withafriendly,people-first culture.
• Regularsocialsandthechancetoshapehowagrowingsupportfunctionoperates.

We’llkeepthissimple:ifitsoundsgood,getintouch.

Weareanequalopportunityemployerandvaluediversityatourcompany.

Wedonotdiscriminateonthebasisofrace,religion,colour,national origin,gender,sexual orientation,age,marital status,veteran status,ordisabilitystatus.

Byapplyingyouareconfirmingyouarehappytobeaddedtothe Addition Solutionsmailinglistregardingfuturesuitablepositions .Youcanoptoutofthisatanytimesimplybycontactingoneofourconsultants.