Customer Support Manager (SaaS / Software)

Overview

Being a Customer Support Manager at Bit Zesty means taking ownership of our support operations and providing excellent client service for their live digital products. It\''s about collaboration, attention to detail, analytical thinking, and reliability. Reporting to the Senior Project Manager, you will work closely with a culturally diverse team of developers, UX designers, and Project Managers.Responsibilities

Ensure client happiness by prioritising and taking responsibility for issues and requests across multiple projectsAnalyse client issues, document requirements, and define acceptance criteriaCollaborate with developers and designers to resolve support issuesCommunicate priorities, expectations, and budget constraints to the teamTest features to ensure deliverables meet client and quality standardsMonitor estimates vs. actuals and manage client expectationsPlan and oversee larger product improvements to meet deadlinesWrite user stories, create estimates, and manage project boardsIdentify risks, escalate issues, and produce incident reportsEnsure time logging and prepare reports for invoicing purposesDevelop training materials to support team membersCommunicate timelines, issues, outcomes, and costs to clients via email, phone, and online meetingsSupport the project management and senior management teams as neededQualifications

Educated to a university degree level (1st or upper second class)Experienced supporting clients with digital projects (for example, software builds, SaaS, marketing websites, e-commerce sites) for at least 2 yearsPassionate about technology, demonstrated through your degree or work experienceAn effective communicator who inspires high-quality, timely workComfortable working in a fast-paced, deadline-driven environmentOrganised, detail-oriented, and proactive in following up on tasksFriendly and genuinely interested in the needs of clients, the team, and the businessWhat We Offer

Annual Leave: 25 days + UK bank holidays + your birthday offHealth and Fitness: Contribution towards gym memberships or fitness appsHealthcare Cash PlanSocial Events and Mindfulness: Regular virtual team socials and mindfulness practicesFully Remote Working: To promote balance and reduce environmental impactContract: One-year contract with a possibility of becoming permanentSalary: £35,000 - £40,000 depending on relevant ..... full job details .....