You dont just want to manage support, you want to own the customer experience end-to-end. If turning complex problems into loyal, long-term customers is your thing, this role was built for you. When ERP software sits at the heart of a business, customer service isn’t a function it’s a promise. At Khaos Control, that promise has powered UK retailers for over 25 years, helping ambitious SMEs and complex, multi-channel businesses grow with confidence. Now, as we continue to scale our award-winning ERP SaaS platform, we’re looking for a Service Delivery / Customer Support Manager who thrives on ownership, leadership, and delivering reassurance when it matters most. This is a senior, hands-on leadership role for someone ready to shape how customer service and support operate across a growing SaaS business – and to make a visible, lasting impact.
The Role At a Glance
* Service Delivery / Customer Support Manager
* Grantham, Lincolnshire Office Hybrid
* £54,000 £58,000 DOE + Bonus
* Full-Time | Monday Friday | Permanent
* Values / Culture: Commitment, Success and Putting the Customer at the Heart of Everything We Do
* Company: Khaos Control Award-Winning ERP SaaS provider powering SME retail
Your Background / Skills
* Leadership
* Customer Service Leadership
* Service Operations
* Experience in SaaS, ERP, or complex B2B software environments
Thats where you come in.
You Will
* Lead, coach, and develop our customer service and support team, setting clear expectations, accountability, and ownership of KPIs, including consistently high CSAT and NPS scores
* Own customer onboarding alongside Professional Services; from go-live through to real adoption and value
* Act as the senior escalation point for complex or high-impact customer issues
* Work cross-functionally with Product, Tech, and Sales to drive proper, long-term resolutions
* Improve processes, documentation, SLAs, reporting, and service standards as we scale
* Take ownership of customer satisfaction, retention, and overall service performance
What We’re Looking For
* An experienced customer service or service operations leader
* Proven people leadership experience with accountability for results
* Background in ERP, SaaS, or complex B2B software environments strongly preferred
* Customer-first, with a strong sense of ownership and responsibility
* Confident handling escalations and complex customer challenges
* Experience leading and developing customer-facing teams in a software or IT environment
* Comfortable working cross-functionally with Product, Tech, and Sales
* Calm under pressure and trusted by customers when it matters most
What Success Looks Like
* Consistently high CSAT and NPS and KPI scores
* Faster onboarding and reduced time-to-value for new customers
* Lower churn and stronger long-term customer retention
* A confident, high-performing, engaged service team
* Customers who actively recommend Khaos Control because of the service they receive
Whats On Offer
* £54,000 £58,000 base salary, depending on experience
* Up to 10% annual bonus linked to customer satisfaction, retention, and team performance
* Hybrid working with flexibility built in
* 25 days holiday + bank holidays
* Company pension with enhanced employer contribution
* Training & development budget (leadership, customer service, systems)
* Clear progression into broader service or customer leadership as the company grows
* Direct access to leadership, reporting to the Managing Director
* The chance to shape how customer service and operations work in an established and ambitious ERP SaaS business
If you’re a customer-first leader who enjoys complexity, ownership, and building teams that customers genuinely trust, we’d love to meet you.
Apply now and help us turn powerful ERP software into long-term customer success.
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