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Customer Support Manager
Brand: Swan Retail & EPOS Bureau
Location: Waterlooville
Role Type: Hybrid (3 days in office, 2 days remote)
ClearCourse is a market-leading technology group providing innovative software solutions and integrated payments across a range of sectors including retail, hospitality, membership organisations, and healthcare. Our mission is to empower businesses with smart, efficient, and scalable technology — all supported by exceptional customer service.
We’re looking for a Senior Support Manager to lead the Customer Support function for both Swan Retail and The EPOS Bureau. This is a high-impact leadership role based in Waterlooville, where you’ll be responsible for ensuring our support teams deliver a world-class service, meeting SLAs and driving customer satisfaction. You’ll play a pivotal role in shaping support strategy, developing people, and influencing the wider business.
This is a full-time, permanent role offering a mix of strategic oversight and hands-on leadership within a fast-moving tech environment.
Key Accountabilities:
Lead, coach, and develop a team of Customer Support Managers across multiple brands
Monitor team performance, manage KPIs, and ensure SLAs are consistently met
Drive continuous improvement through service standards, documentation, and best practices
Take ownership of complex customer issues and ensure timely resolutions
Build and manage team structures that scale with the business
Collaborate with internal stakeholders to maintain high levels of customer satisfaction
Oversee HR processes including recruitment, onboarding, and team development
Present insights, analysis, and business cases to senior stakeholders
Contribute to strategic planning and align team goals with broader business objectives
Support change management and champion cross-functional collaboration
What We’re Looking For:
5+ years of experience in a similar role within tech, payments, fintech, or IT support
Proven leadership skills with experience managing support functions across multiple teams
A strong customer-first mindset with excellent stakeholder engagement
Able to understand complex systems and translate that into effective support operations
Commercially astute with the ability to manage performance and identify risks
Excellent communicator with strong analytical and problem-solving skills
Proficient in Microsoft Office, especially Excel; Power BI knowledge is a bonus
A positive, flexible attitude and the ability to thrive in a fast-paced environment
What We Offer:
Hybrid working model with 25 days annual leave + your birthday off
Life Assurance and Group Income Protection
Private medical cover with cash plan
Enhanced Company Pension
Employee wellbeing perks including Peppy Health, Perkbox and more
Enhanced maternity, paternity and adoption pay
Generous training budgets and support for professional development
Apply now – send your CV and let’s build something brilliant together.
ClearCourse is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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