Customer Support Team Manager

Job Title: Customer Support Team Manager

Reporting to: Head of Customer Success

Location: Bristol/UK (Remote-first with occasional travel)

Job Purpose:

Lead, manage and evolve the Customer Support function within the wider Customer Success team.

About Us

We're a leading SaaS provider in the Learning & Development (L&D) industry, supporting organisations worldwide in creating impactful learning experiences. With multiple products in our portfolio, we empower teams through technology that drives growth, engagement, and performance.

As we grow, we're looking for a forward-thinking Customer Support Team Manager to lead our global support team of 10+ across the UK and North America. This is a unique opportunity to shape the future of our support operations and ensure we continue to deliver outstanding experiences to our customers.

The Role

As Customer Support Team Manager, you'll be responsible for managing and evolving a multi-tiered, customer-centric support function across two time zones. You'll be a hands-on leader who thrives on empowering people, driving innovation, and using data to continuously improve the service desk function.

Key Responsibilities

• Team Leadership & Development
  • Lead, coach, and inspire a high-performing team of 10+ support specialists across UK and NAM.
  • Foster a positive, customer-first culture rooted in ownership, empathy, and continuous improvement.
  • Recruit, onboard, and develop support talent, creating clear development paths.
• Service Operations Management
  • Oversee day-to-day operations of a tiered support structure, ensuring SLAs and KPIs are met or exceeded.
  • Manage team scheduling, workload distribution, and escalation handling across time zones.
• Customer Experience & Process Innovation
  • Champion a best-in-class support experience by actively listening to customers and acting on insights.
  • Own and improve support processes, workflows, and policies to drive faster, more effective resolutions.
  • Identify opportunities for self-service through improved documentation, automation, and product feedback loops.
• Systems & Reporting
  • Own the configuration and optimisation of Zendesk (or equivalent) to support scalable operations.
  • Create actionable reports and dashboards to monitor support performance, identify trends, and inform strategic decisions.
• Cross-functional Collaboration
  • Partner closely with Sales, Product, Engineering, and the wider Customer Success team to ensure customer feedback drives product improvements.
  • Act as the voice of the customer within the organisation, advocating for enhancements to the customer experience.

What We're Looking For

• Proven experience transforming and managing a high-performing SaaS customer support or service desk team, ideally in a multi-region setup.
• Deep understanding of modern support tools like Zendesk, Intercom, or similar platforms.
• Passionate, people-first leader with excellent coaching, communication, and conflict-resolution skills.
• Data-driven mindset with strong analytical and decision-making abilities.
• Experience supporting multiple products in a fast-paced, scaling SaaS environment.
• Familiarity with L&D, HR tech, or edtech industries is a plus.
• Comfortable working remotely with a distributed team and stakeholders.

What We Offer

• A flexible, remote-friendly culture with a supportive and inclusive team.
• Opportunities to innovate and shape the direction of customer support in a growing company.
• Competitive salary and benefits.
• A mission-driven product that's making a real difference in how people learn and grow.

Equal Opportunities Employer

Our people are the heart of our success, and diversity is what drives that.Kallidus positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, region or belief, marital status, pregnancy or maternity.

Diversity brings innovation and creativity through different views, backgrounds, and opinions; as a people-first organisation, it's crucial that our teams reflect global diversity.

Kallidus is a proud member of the Disability Confident Employer scheme. We work hard to build an explicitly inclusive space where everybody belongs. Kallidus is a supportive, caring, and enjoyable working environment for all our people, and we are committed to furthering the diversity of our teams.