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The Caffeinated Recruiter | Lead Talent Consultant at Addition| Women in Tech | Elite100 Recruitment Leader
Product Support Manager
We’re partnering with a fast-growing UK SaaS business on a pivotal Product Support Manager hire. You’ll lead day-to-day support operations, raise the bar on service quality, and turn customer feedback into product improvements, all while helping a scaling platform keep users happy and engaged.
Role Overview:
* Location: Leeds City Centre/Hybrid (2+ days per week)
What You’ll Be Doing:
* Owning the support function day to day, workflows, staffing, priorities and standards.
* Setting and tracking performance metrics (think SLA, CSAT, first/average response times) and acting on the data.
* Handling escalations with empathy and pace; ensuring customers leave every interaction better than they arrived.
* Partnering with Product to surface issues, prioritise bugs, and feed insight back into the roadmap.
* Building and refining knowledge bases for customers and internal teams.
* Spotting trends, recurring problems and automation opportunities to scale support efficiently.
* Coordinating comms and response during incidents/outages; keeping stakeholders in the loop.
* Working closely with Customer Success and Sales to protect retention and satisfaction.
Main Skills Needed:
* 3–5+ years in customer/technical support in the SAAS sector
* Experience being the sole point of support for customers or leading a team.
* Strong diagnostics mindset: comfortable troubleshooting, interpreting data and improving processes.
* Proven experience being client-facing and providing support across phone, email and video.
* Hands-on with modern support stacks (e.g. Zendesk/Intercom), ticketing and product tooling (Jira), and CRM (Salesforce).
* Calm, clear communicator who manages escalations with professionalism and care.
* Experience in high-growth/scale-up environments; M365/AD or Google Workspace admin; familiarity with cloud, SQL and reporting would be desirable.
* Experience in a product support would be desirable.
* Individual with a passion for problem-solving!
What’s in It for You:
* Competitive salary with regular reviews, plus pension and 25 days’ holiday.
* Exceptional opportunity to step into a newly created role with career development available.
* Personal development fund for courses, certifications and conferences.
* Flexible hybrid set-up from a central Leeds location, with a friendly, people-first culture.
* Regular socials and the chance to shape how a growing support function operates.
Call to Action:
We’ll keep this simple: if it sounds good, get in touch.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
Industries
* Information Services
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