Application Support Manager

Job Title

Application Support Manager

We are looking for an App Support Manager to lead our global support team across the Protection Platform and Decision Platform products.

You will lead our App Support team, with members located in the UK, Singapore and Australia. You will oversee ticket management, prioritisation, incident resolution and SLA delivery, working closely with customers and engineering teams to resolve complex issues.

You will lead and develop the team, coaching and growing our support engineers, ensuring owned metrics such as CSAT and 1st time resolution steadily improve.

You will represent Support as an enablement team; working closely with Product, Customer Success and Engineering teams to ensure great customer experience whilst operations remain standardised, streamlined and efficient. You will own our incident process, creating and maintaining the definitions, catalogs and alerting in Incident.

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You will be a member of the Operations management team, making decisions that help us execute against the strategy, as well as deciding where to make investments in our Support Model. You bring a fresh perspective on Support, leveraging your experience and new technologies to improve responsiveness to customers, boost productivity and build out a best‑in‑class SaaS support operating system.

You are a proven operator with a strong understanding of app support and customer experience management. You work collaboratively with engineering, product and customer success teams to resolve customer issues quickly and to a high standard.

You are technically literate with solid expertise in building and updating workflows, reports and dashboards in Service Management tooling. You are familiar with AI tools and have used them to optimise workflows or make knowledge management more extensible. You thrive on solving customer and operational problems and can move easily between high‑level and low‑level details, using experimentation to help your decision‑making.

You have a growth mindset, respectfully challenge the status‑quo, continually look to improve yourself and your team, actively seek out and give feedback, and build strong relationships with your team and peers. You think about working iteratively, using experiments and data to drive decisions.

You thrive in a fast‑paced environment with large amounts of uncertainty and are comfortable working to transform an organisation, accepting that everything is not working perfectly today.

Essential

• 5 years+ experience leading, coaching and managing global support teams
• Exceptional leadership, communication and stakeholder management skills
• Strong operational mindset supporting customers in an SLA‑driven environment
• Deep expertise configuring and optimising Jira Service Management, Hub Spot, Zendesk or Service Now platforms
• Proven experience building dashboards, insights and reports from support data
• Proven experience implementing and managing Incident processes

Nice to have

• SaaS App Support experience – you know what good B2B service looks like
• Chatbot/AI‑assistive tool configuration experience
• Engineering or coding expertise (e.g., Scripting, Python, SQL)

Leave

• 25 days of annual leave with option to buy/sell more days
• Adoption and fertility leave
• Generous enhanced parental leave

Healthcare

• Comprehensive private insurance coverage for employee and dependents
• Group Life Insurance coverage of 9x basic annual salary and Group Income Protection up to 75% of basic annual salary
• Optical benefits

Savings & Retirement

• 15% combined employee/employer contributions

Wellness

• Subsidised gym membership
• Access to Employee Assistance Program
• Cycle to Work and Electric Car Salary Sacrifice Scheme
• Time off for volunteering
• Charitable matching of employee donations