Support Manager

Full Time

Smart Recruit Online

Support Manager MK15 0DU

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Are you a customer-focused, problem-solver with experience as a Support Manager, looking for an exciting new challenge within a multi-award-winning software company?

Due to business growth, we have a fantastic opportunity for a Support Manager to join our friendly, talented team to run a small support function, ensuring we always provide our clients with a high-quality service and assistance.

This role would suit candidates with the experience and enthusiasm to take the next step in their career by developing a new support function, with the opportunity to scale it with the business and build a future team.

The Opportunity:

Smart Recruit Online is a VC-backed RecTech SaaS venture looking for a motivated Support Manager to drive customer service with an effective and positive approach to client queries and problem-solving, as well as an enthusiasm for process optimisation to contribute to our continuing growth and success as a company.

We are looking for a Support Manager with unrivalled interpersonal, customer service and communication skills, who can implement and monitor efficient support processes within a growing SaaS company. Utilising your expertise from previous support roles, you will create and manage new processes in-line with our growing business.

You will have a talent for troubleshooting and a keen interest in taking ownership of the support function, with an aptitude for building from and developing new processes and functions to help with efficiency and client engagement we grow.

This is a great opportunity for an ambitious Support Manager looking to make their mark and demonstrate their expertise in an environment that encourages and facilitates fresh ideas and improvement strategies.

About the role:

As well as monitoring and actioning tickets sent through by our clients, you will enhance customer satisfaction by conveying client feedback to help us better understand how we can improve or modify our software/services for our customers.

You will use your hands on experience of managing a support function to build and run new processes.

Reporting to the Client Success Director you will be responsible for:

  • Responding to tickets raised by clients
  • Monitoring support emails, answering phone calls from clients, and prioritising tickets
  • Consulting with the Client Success Managers to provide solutions to clients
  • Ensuring all enquiries are answered promptly and in-line with SLA targets
  • Collating information for management reports to effectively communicate SLA performance and client feedback to the management team
  • Building new process documentation and support resources to further improve the support function

This is a full-time hybrid working position; working from the office a couple of days a week to cultivate great working relationships with the rest of the team and get involved in our lively and welcoming company culture. We know this style of working does not suit everybody, so you are welcome to work from the office more regularly if you would prefer.

We welcome applications for this Support Manager role from candidates with experience in the following areas: Customer Support, Customer Service, Support Manager, Support, Communication Skills, Support Management, IT, Telephony.


  • Wellness & Mental Health program
  • Benefits package including Private Healthcare after probation
  • Pension
  • 22 days holiday increasing to 25 (year-on-year)
  • Access to training & development

Essential Skills

  • Effective critical thinking skills
  • Excellent verbal and written communication and interpersonal skills
  • Experience working in a similar customer service environment
  • Previous experience of managing support functions

Desired Skills

  • Experience working within a SaaS company
  • Experience in running a small support team
  • ITSM and ITIL Service Management experience would be beneficial skillsets to bring to this role

About Company

At Smart Recruit Online, we combine the very latest technology with a deep understanding of human behaviour within the recruiting process. Our solution is delivered through four unique tools that provide the most efficient and effective recruiting solution for each stage of the recruitment life cycle.

We provide businesses and HR Consultancies with complete in-house recruitment solutions that outperform all other online recruitment systems in the UK, and we also provide agency recruiters with a unique proposition to take to their customers.

All our customers receive full support from our highly experienced recruitment team from start to finish, to ensure that they have a great user experience and positive outcomes.

We are proud to have already won the Chambers of Commerce award for business innovation in 2015, Best Recruitment Software Provider 2019 and have just been recognized within an annual HR Tech survey as one of the top 10 technology providers in the industry across Europe.

We have maintained a 98% satisfaction rating with an independent feedback company for over 18 months and also generated testimonials from more than 60% of the customers that have used our service.

Essential Requirements

  • Effective critical thinking skills
  • Excellent verbal and written communication and interpersonal skills
  • Experience working in a similar customer service environment
  • Previous experience of managing support functions

COVID-19 Support Manager MK15 0DU

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Tagged as: Support Manager