Customer Support Manager (SaaS/Software)

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Requirements:

• Educated to a university degree level (1st or upper second class).
• Experienced supporting clients with digital projects (e.g., software builds, SaaS) for at least 2 years.
• Passionate about technology, shown through degree or work experience.
• Effective communicator who inspires high-quality work.
• Comfortable in a fast-paced, deadline-driven environment.
• Organized, detail-oriented, and proactive.
• Friendly and genuinely interested in clients' needs.

Responsibilities:

• Ensure client happiness by taking responsibility for issues across multiple projects.
• Analyze client issues, document requirements, and define acceptance criteria.
• Collaborate with developers and designers to resolve support issues.
• Communicate priorities and expectations to the team.
• Test features to meet client and quality standards.
• Monitor estimates vs. actuals and manage client expectations.
• Plan and oversee larger product improvements.
• Write user stories and manage project boards.
• Identify risks and produce incident reports.
• Ensure time logging for invoicing.
• Develop training materials for team members.
• Communicate with clients via email, phone, and meetings.