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., 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. 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. 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. 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. 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.,
* Opportunities to innovate and shape the direction of customer support in a growing company.
Proven experience transforming and managing a high-performing SaaS customer support or service desk team, ideally in a multi-region setup.
* Deep understanding of modern support tools like Zendesk, Intercom, or similar platforms.
* Passionate, people-first leader with excellent coaching, communication, and conflict-resolution skills.
* Data-driven mindset with strong analytical and decision-making abilities.
* Experience supporting multiple products in a fast-paced, scaling SaaS environment.
* Familiarity with L&D, HR tech, or edtech industries is a plus.
* Comfortable working remotely with a distributed team and stakeholders.