Birchwell Associates is pleased to be recruiting for an experienced
Support Manager
to lead a high-performing support team within a growing customer success function. This is an excellent opportunity for a motivated leader with strong ERP knowledge and a commitment to service excellence.
About the Role
As Support Manager, you will be responsible for day-to-day team operations, coaching team leads, and ensuring high standards of customer service. You will also support innovation by adopting automation and AI tools, while driving the team to meet key performance targets.
Key Responsibilities
Lead, mentor, and develop the support team to meet KPIs and customer satisfaction goals
Support and guide team leaders in effectively managing their teams
Monitor and report on performance metrics
Manage and resolve customer escalations promptly
Drive process improvements through automation and AI adoption
Foster a culture of continuous improvement and service excellence
Requirements
Proven experience managing or leading support teams in a customer-facing environment
Strong working knowledge of ERP systems, particularly in finance, inventory, and CRM modules
Understanding of ERP architecture, data flows, and integrations
Ability to communicate technical solutions in a clear, business-focused way
Skilled in analysing performance metrics and customer feedback
Familiarity with automation or AI in customer support is an advantage
Benefits
Private healthcare
Flexible working options
Employer pension contributions
25 days annual leave plus bank holidays
Wellness reimbursement (e.g., gym or activity memberships)
Regular company social events and team-building activities
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