Support Manager - Hertforshire (Hybrid)Are you a dynamic and driven leader with a passion for delivering exceptional customer service? Ready to take the reins of a high-performing support team and shape the future of service excellence? This could be your next big move.
A fantastic opportunity has opened up for an experienced Support Manager to join a forward-thinking organisation based in Hemel Hempstead. This is a pivotal role within the UK Customer Success Office, where you'll lead from the front-guiding and inspiring a team to consistently exceed expectations.
What You'll Be DoingAs Support Manager, you will oversee daily operations of the support function, ensuring every customer receives consistent, high-quality service. Your key responsibilities will include:
Leading, mentoring, and developing a high-performing team to meet individual and team KPIs.
Coaching team leaders and enabling them to effectively manage and grow their own teams.
Handling escalations with confidence and delivering swift, effective resolutions.
Championing continuous improvement by identifying and implementing process enhancements.
Driving the adoption of automation and AI technologies to increase efficiency and customer satisfaction.
This is a hands-on, strategic role ideal for someone who thrives in fast-paced environments and is passionate about delivering results.
What You'll BringExperience leading customer support or service delivery teams in a dynamic, customer-focused setting.
A strong background supporting ERP systems, ideally including Intact iQ or similar platforms.
In-depth understanding of ERP architecture and core modules such as finance, inventory, and CRM.
A track record of achieving performance targets and successfully managing KPIs.
Familiarity with automation and AI tools in customer service is a plus.
Why Join Us?You'll be part of a company that truly values its people and fosters a culture of growth, collaboration, and innovation. In addition to 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 of annual leave + BH!
Wellness reimbursement - from gym memberships to sports clubs
A vibrant social calendar, with events and activities throughout the year
