The Role
As Customer Support Team Manager, you’ll be responsible for managing and evolving a multi-tiered, customer-centric support function across two time zones. You’ll be a hands-on leader who thrives on empowering people, driving innovation, and using data to continuously improve the service desk function.
Key Responsibilities
1. Team Leadership & Development Lead, coach, and inspire a high-performing team of 10+ support specialists across UK and NAM. Foster a positive, customer-first culture rooted in ownership, empathy, and continuous improvement. Recruit, onboard, and develop support talent, creating clear development paths.
2. Service Operations Management Oversee day-to-day operations of a tiered support structure, ensuring SLAs and KPIs are met or exceeded. Manage team scheduling, workload distribution, and escalation handling across time zones.
3. Customer Experience & Process Innovation Champion a best-in-class support experience by actively listening to customers and acting on insights. Own and improve support processes, workflows, and policies to drive faster, more effective resolutions. Identify opportunities for self-service through improved documentation, automation, and product feedback loops.
4. Systems & Reporting Own the configuration and optimisation of Zendesk (or equivalent) to support scalable operations. Create actionable reports and dashboards to monitor support performance, identify trends, and inform strategic decisions.
5. Cross-functional Collaboration Partner closely with Sales, Product, Engineering, and the wider Customer Success team to ensure customer feedback drives product improvements. Act as the voice of the customer within the organisation, advocating for enhancements to the customer experience.
What We're Looking For
6. Proven experience transforming and managing a high-performing SaaS customer support or service desk team, ideally in a multi-region setup.
7. Deep understanding of modern support tools like Zendesk, Intercom, or similar platforms.
8. Passionate, people-first leader with excellent coaching, communication, and conflict-resolution skills.
9. Data-driven mindset with strong analytical and decision-making abilities.
10. Experience supporting multiple products in a fast-paced, scaling SaaS environment.
11. Familiarity with L&D, HR tech, or edtech industries is a plus.
12. Comfortable working remotely with a distributed team and stakeholders.
What We Offer
13. A flexible, remote-friendly culture with a supportive and inclusive team.
14. Opportunities to innovate and shape the direction of customer support in a growing company.
15. Competitive salary and benefits.
16. A mission-driven product that’s making a real difference in how people learn and grow.
Equal Opportunities Employer
Our people are the heart of our success, and diversity is what drives that. Kallidus positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, region or belief, marital status, pregnancy or maternity.
Diversity brings innovation and creativity through different views, backgrounds, and opinions; as a people-first organisation, it’s crucial that our teams reflect global diversity.
Kallidus is a proud member of the Disability Confident Employer scheme. We work hard to build an explicitly inclusive space where everybody belongs. Kallidus is a supportive, caring, and enjoyable working environment for all our people, and we are committed to furthering the diversity of our teams.