Job Description
Support Manager
Hemel Hempstead (Hybrid – 3 days per week on site)
Competitive Salary + Benefits
We’re looking for a people-first Support Manager to take on a newly created role within an expanding UK support function. This is a key leadership hire—someone who can coach and develop high-performing teams, shape KPIs, and build out support operations with a customer-first mindset.
You don’t need to come from an ERP background, but you do need to bring proven experience managing support teams within a customer-facing environment—whether that’s SaaS, application support, or wider production systems. The tools and product can be taught; it’s your leadership style, performance focus, and ability to drive outcomes that will set you apart.
What you’ll be doing:
* Leading and mentoring a growing support team, embedding structure and culture
* Coaching team leads and helping them scale their own impact
* Defining and driving KPIs across service delivery and performance
* Handling escalations and ensuring a consistent, high-quality customer experience
* Supporting process improvements and enabling the future use of automation and AI in support operations
* Working closely with cross-functional teams to translate business needs into action
What we’re looking for:
* Proven experience managing support or service teams in a fast-paced, customer-driven environment
* Background in ERP, SaaS, or business-critical software platforms —but not essential
* Strong grasp of KPIs, operational metrics, and continuous improvement
* Confident communicator able to work across both technical and non-technical teams
* Exposure to AI in support environments would be a big plus, though not a requirement
* Bonus points for candidates with experience in Finance, FMCG, Trade Desks, eCommerce, or stock/logistics environments
What to expect:
* Two-stage interview process (Teams + onsite in Hemel Hempstead)
* First interviews starting next week
* Final stages will take place once the hiring manager returns from leave
This is a brand-new role with no existing pipeline—it’s a great opportunity to step into something fresh and help shape the way the support function evolves.
If you’d like to hear more, drop me a message.
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