Customer Support Manager

Customer Support Manager – Newcastle – circa £50K base + benefits

We are recruiting on behalf of an organisation based in Newcastle, who have a Dental Practice Management Software - providing innovative solutions trusted by dental practices across the UK and Ireland.

Customer support is the cornerstone to their success, and therefore this role is, and always will be, at the very heart of the business. The Customer Support Manager is responsible for ensuring the dental practice clients receive consistently excellent support that is responsive, empathetic, and effective. You will lead the transformation of the Customer Support team, to consistently deliver high-quality service to our customers on both technical and non-technical queries.

A major focus will be to build a culture of ownership, positivity, and continuous improvement within the team. This role also acts as a key voice of the customer, driving enhancements to our processes, products, and overall customer experience. The role currently has 4 direct reports :
First Line Support Team Lead, two Second Line Engineers, and an Infrastructure Administrator, and will require some part time resource for internal IT. It will be up to you to make recommendations to the Managing Director for any changes to the team structure, size or shape that will allow them to deliver the best possible service.

You will use your leadership skills to motivate, train, and develop team members. You should have strong communication and interpersonal skills to effectively communicate with our customers, listen to their feedback, and take pride in leaving them feeling valued and supported. You prefer talking on the phone to emailing (the vast majority of our cases come via the phones, and our customers need issues fixing quickly when their patients are sitting in the dentist’s chair waiting!).

This team is about fast paced, first time resolution of our customers problems, rather than lengthy email exchanges that eventually lead to a resolution.

Key Responsibilities :

• Ensure customers receive timely, accurate, and empathetic support that reflects the companies values and commitment to, and understanding of, dental practices
• Monitor service levels, ticket quality, and customer satisfaction, driving improvements where needed
• Resolve complex or escalated issues with professionalism, empathy and urgency
• Build strong relationships with practices to understand their real-world challenges and ensure their needs are represented internally

• Lead, coach, and develop the Customer Support team to operate confidently, positively, and consistently
• Build team capability through structured recruitment, induction, training, coaching, QA reviews, and skills development programmes
• Set clear expectations on communication quality, ownership, and follow-through—and help team members meet and exceed them
• Foster a culture of positivity, proactivity, accountability, and continuous improvement
• Identify performance gaps and implement constructive, targeted interventions to improve individual and team outcomes

• Oversee daily support operations, ensuring efficient triage, prioritisation, and resolution of cases
• Own and improve support processes, documentation, knowledge bases, and tooling (e.g., Freshdesk ticketing system, Zoom phone system)
• Analyse support trends and root causes to reduce recurring issues and increase self-service
• Work closely with Product, Development, Onboarding, and Training teams to ensure seamless customer journeys and clear escalation pathways
• Prepare and present support KPIs, insights, and recommendations to leadership

• Represent the customer’s perspective in product discussions, release planning, and service improvement initiatives
• Act as an internal advocate for quality, reliability, and usability of the SfD platform
• Ensure changes (e.g., product updates, incident responses) are communicated clearly to customers and the support team

• Provide day-to-day line management,…