Customer Support Manager

Career Level: 08 Career

Posting Date: 31 Oct 2025

Customer Support Manager – Hybrid (Waterlooville)

Join a team that’s shaping the future of customer experience in the Epos bureau space.

We’re looking for a dynamic Customer Support Manager to lead our dedicated support team and deliver exceptional service to our clients. This is an exciting opportunity to combine hands-on leadership with strategic thinking — ensuring our customers receive outstanding service while continuously improving our processes and performance.

You’ll play a key role in developing the team, optimising service delivery, and championing customer excellence across the business. If you thrive in a fast-paced SaaS and Epos environment, love solving challenges, and know how to motivate a team to deliver their best — this is the perfect role for you.

Key Responsibilities

Lead, coach, and develop the Customer Support team through regular one-to-ones and performance reviews
Monitor KPIs and SLAs to ensure service standards are consistently achieved
Act as an escalation point for complex customer issues, ensuring quick and effective resolution
Create and implement service procedures, policies, and training plans
Identify trends and risks through data analysis and propose improvements
Collaborate with internal teams and stakeholders to enhance the customer experience
Drive a culture of accountability, collaboration, and continuous improvement

What You’ll Bring

3+ years in an IT support or customer-facing role
3+ years’ experience in SaaS or tech-based environments
Proven track record of managing or leading customer support teams
Excellent communication, organisation, and prioritisation skills
A proactive, can-do attitude with a genuine passion for customer satisfaction
Strong problem-solving mindset and ability to work in a fast-paced setting

Why Join Us?

At ClearCourse, we believe in empowering our people to thrive — at work and beyond. You’ll be part of a collaborative, innovative environment where your ideas make an impact and your growth is supported.

We offer:

Competitive salary and benefits
25 days holiday + your birthday off
Private medical insurance (Bupa) & health cash plan
Life assurance & income protection
Enhanced parental leave & family wellbeing support
Perkbox discounts & perks
Generous pension contributions
Hybrid working model (flexibility to work from home and the Waterlooville office)

Join us and lead a team that delivers service excellence, every day.

Apply now to become our next Customer Support Manager and help us redefine what great customer experience looks like.