Customer Technical Support Manager

Job Description

Customer Support Manager

Location : Manchester

Salary : £35,000–£45,000

Type : Permanent / Full-Time

A fast-growing software house is seeking a hands-on and proactive Customer Support Manager to lead a small, high-performing team. This is a people-first environment with a product-led culture, offering a fantastic opportunity to shape how exceptional support is delivered to thousands of app users.

You’ll be actively involved in customer communications via Freshdesk, live chat and phone—while mentoring others, improving support processes, and using customer insight to influence product development and innovation.

Key Responsibilities

• Lead and support the Customer Support team to deliver consistent, high-quality service
• Handle tickets and customer queries directly, setting a high standard in tone and responsiveness
• Develop deep technical understanding of the app, triage tools and support systems
• Liaise with Product and Development to feedback on user issues and trends
• Forecast support needs around new features and launches, aligning team priorities
• Oversee escalations, complaints, data protection concerns and ensure SLA adherence

Contribute to testing of new releases, supporting smooth rollouts and back...