Job Description

We’repartneringwithafast-growingUKSaaSbusinessonapivotalProductSupportManagerhire.You’llleadday-to-daysupportoperations,raisethebaronservicequality,andturncustomerfeedbackintoproductimprovements,allwhilehelpingascalingplatformkeepusershappyandengaged.

RoleOverview:
  • Location: LeedsCityCentre/Hybrid(2+daysperweek)
  • Package: £35,000–£40,000perannum&benefits
  • Industry: CyberSecurity/SAAS
WhatYou’llBeDoing:
  • Owningthesupportfunctiondaytoday,workflows,staffing,prioritiesandstandards.
  • Settingandtrackingperformancemetrics(thinkSLA,CSAT,first/averageresponsetimes)andactingonthedata.
  • Handlingescalationswithempathyandpace;ensuringcustomersleaveeveryinteractionbetterthantheyarrived.
  • PartneringwithProducttosurfaceissues,prioritisebugs,andfeedinsightbackintotheroadmap.
  • Buildingandrefiningknowledgebasesforcustomersandinternalteams.
  • Spottingtrends,recurringproblemsandauto...

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