Customer Support Manager

Customer Support ManagerCambridge Hybrid 55,000 - 65,000 + BenefitsAre you a customer support leader who thrives on building high-performing teams, improving service delivery, and creating world-class customer experiences?We''re partnering with an innovative Cambridge-based technology organisation seeking a Customer Support Manager to lead and evolve their support function. This is a fantastic opportunity for someone who enjoys balancing strategic leadership with operational excellence, ensuring customers receive exceptional support across a range of software, data, and cloud-based products.The OpportunityAs Customer Support Manager, you''ll take ownership of the overall support function, leading a team of technical support specialists while working closely with senior leadership, product teams, software engineers, and commercial stakeholders.You''ll be responsible for shaping the future of customer support, implementing scalable processes, monitoring service performance, and ensuring customers across academia, life sciences, pharmaceuticals, and industry receive an outstanding experience.Key ResponsibilitiesLead, mentor, and develop a team of technical support professionalsOversee daily support operations, ensuring high service standards and customer satisfactionDevelop and execute the customer support strategy in line with business objectivesDrive continuous improvement across support processes, systems, and workflowsDefine and track KPIs, reporting on performance and ..... full job details .....