Salary: £54,000 - 58,000 per year Requirements: An experienced customer service or service operations leader Proven people leadership experience with accountability for results Background in ERP, SaaS, or complex B2B software environments strongly preferred Customer-first, with a strong sense of ownership and responsibility Confident handling escalations and complex customer challenges Experience leading and developing customer-facing teams in a software or IT environment Comfortable working cross-functionally with Product, Tech, and Sales Calm under pressure and trusted by customers when it matters most Responsibilities: Lead, coach, and develop our customer service and support team, setting clear expectations, accountability, and ownership of KPIs, including consistently high CSAT and NPS scores Own customer onboarding alongside Professional Services; from go-live through to real adoption and value Act as the senior escalation point for complex or high-impact customer issues Work cross-functionally with Product, Tech, and Sales to drive proper, long-term resolutions Improve processes, documentation, SLAs, reporting, and service standards as we scale Take ownership of customer satisfaction, retention, and overall service performance Technologies: ERP Support Backbone CRM More: At Khaos Control, we are an award-winning ERP SaaS provider powering SME retail, with over 25 years of experience helping ambitious businesses grow with confidence. Located in Grantham, Lincolnshire, we offer a hybrid working model and promote a culture of commitment, success, and putting the customer at the heart of everything we do. In this full-time role, you will have the opportunity to make a visible and lasting impact on our customer service operations while enjoying benefits such as a competitive salary, bonus, training budget, and clear progression paths. last updated 5 week of 2026