Support Manager

Support Manager - Hemel Hempstead (Hybrid)

Are you a dynamic leader with a passion for outstanding customer service? Ready to take charge of a high-performing team and make a real impact? If so, this is your chance to lead, inspire, and drive excellence in a forward-thinking organisation.

We're looking for an experienced Support Manager to join our UK Customer Success Office in Hemel Hempstead. This pivotal role puts you at the heart of our customer experience, where your leadership will shape the future of service excellence.

As our Support Manager, you'll oversee daily support operations, ensuring every customer interaction is smooth, effective, and memorable. Your responsibilities will include:

• Leading, mentoring, and developing a high-performing team to consistently meet and exceed KPIs.

• Coaching team leaders to manage, grow, and empower their own teams.

• Handling escalations confidently and delivering swift, effective resolutions.

• Championing continuous improvement by identifying and implementing smarter processes.

• Driving the adoption of automation and AI tools to boost efficiency and enhance customer satisfaction.

This is a hands-on, strategic role ideal for someone who thrives in fast-paced environments and loves delivering measurable results.

• Proven experience leading customer support or service delivery teams in a fast-paced, customer-focused environment.

• Strong background in ERP systems, ideally including Intact iQ or similar platforms.

• In-depth understanding of ERP architecture and core modules (finance, inventory, CRM).

• A track record of achieving performance targets and successfully managing KPIs.

• Familiarity with automation and AI tools in customer service is a plus.

We're more than a company-we're a community that values growth, collaboration, and innovation. Along with a competitive salary, you'll enjoy a fantastic benefits package, including:

• Private healthcare to support your wellbeing

• Flexible working arrangements for better work-life balance

• Generous pension contributions

• 25 days annual leave + bank holidays

• Wellness reimbursement - from gym memberships to sports clubs

• A vibrant social calendar with events and activities throughout the year

If you're ready to lead, inspire, and make a tangible difference in a thriving organisation, we want to hear from you!