Customer Support Manager – Hybrid (Waterlooville)
Join a team that's shaping the future of customer experience in the Epos bureau space.
We're looking for a dynamic Customer Support Manager to lead our dedicated support team and deliver exceptional service to our clients. This is an exciting opportunity to combine hands-on leadership with strategic thinking — ensuring our customers receive outstanding service while continuously improving our processes and performance.
You'll play a key role in developing the team, optimising service delivery, and championing customer excellence across the business. If you thrive in a fast-paced SaaS and Epos environment, love solving challenges, and know how to motivate a team to deliver their best — this is the perfect role for you.
Key Responsibilities
* Lead, coach, and develop the Customer Support team through regular one-to-ones and performance reviews
* Monitor KPIs and SLAs to ensure service standards are consistently achieved
* Act as an escalation point for complex customer issues, ensuring quick and effective resolution
* Create and implement service procedures, policies, and training plans
* Identify trends and risks through data analysis and propose improvements
* Collaborate with internal teams and stakeholders to enhance the customer experience
* Drive a culture of accountability, collaboration, and continuous improvement
What You'll Bring
* 3+ years in an IT support or customer-facing role
* 3+ years' experience in SaaS or tech-based environments
* Proven track record of managing or leading customer support teams
* Excellent communication, organisation, and prioritisation skills
* A proactive, can-do attitude with a genuine passion for customer satisfaction
* Strong problem-solving mindset and ability to work in a fast-paced setting
Why Join Us?
At ClearCourse, we believe in empowering our people to thrive — at work and beyond. You'll be part of a collaborative, innovative environment where your ideas make an impact and your growth is supported.
We offer:
* Competitive salary and benefits
* 25 days holiday + your birthday off
* Private medical insurance (Bupa) & health cash plan
* Life assurance & income protection
* Enhanced parental leave & family wellbeing support
* Perkbox discounts & perks
* Generous pension contributions
* Hybrid working model (flexibility to work from home and the Waterlooville office)
Join us and lead a team that delivers service excellence, every day.
Apply now to become our next Customer Support Manager and help us redefine what great customer experience looks like.
Keywords: Customer Support Manager | SaaS | EPOS | IT Support | Service Delivery | Team Leadership | Hybrid | Waterlooville