Salary: £55,000 - 55,000 per year Requirements: Leadership experience in customer service or service operations Proven track record in managing and developing teams Background in ERP, SaaS, or complex B2B software environments Strong customer-first mindset with ownership and responsibility Ability to handle escalations and complex customer challenges Experience in cross-functional collaboration with Product, Tech, and Sales teams Ability to remain calm under pressure and build trust with customers Responsibilities: Lead, coach, and develop our customer service and support team Set clear expectations and accountability for KPIs, including CSAT and NPS scores Oversee customer onboarding from go-live to real adoption Act as the senior escalation point for high-impact customer issues Collaborate cross-functionally to drive long-term resolutions Enhance processes, documentation, SLAs, reporting, and service standards Own customer satisfaction, retention, and overall service performance Technologies: ERP Support Backbone CRM More: At Khaos Control, we are an award-winning ERP SaaS provider that has been powering SME retail for over 25 years. We are committed to delivering a customer-centric culture and successful outcomes for our clients. Our office is located in Grantham, Lincolnshire, with a hybrid working model. We offer a competitive salary ranging from £54,000 to £58,000, a bonus based on customer satisfaction and team performance, 25 days of holiday plus bank holidays, a company pension with enhanced contributions, and a training and development budget. This role provides the opportunity to shape how customer service operates within our dynamic environment as we continue to scale. last updated 12 week of 2026