Senior Customer Service Manager

Exclaimer is a high-growth SaaS company with 300 colleagues across the UK US Europe and Asia-Pacific. We promote a people-first culture built on fairness inclusion psychological safety and continuous learning. As we evolve into a multi-channel platform for branded business communications we offer employees the opportunity to shape the future of global communicationwhile growing their careers in a culture where curiosity creativity and accountability thrive.

Exclaimer has been recognised by Great Place To Work for our culture of collaboration trust and growth. This certification reflects our commitment to creating an environment where every voice matters and people genuinely enjoy coming to work. See our accreditations to learn more: Great Place to Work UK Great Place To Work USA

• Lead inspire and develop a high-performing team of Support professionals
• Drive the transformation of a legacy technical support function into a modern scalable and customer-first operation
• Conduct regular performance reviews deliver constructive feedback and create meaningful development plans for every team member
• Identifytraining needs and partner with theCustomer Leadershipto design and implement targeted learning programmes
• Foster an open collaborative team culture where knowledge sharing and continuous improvement are the norm
• OwnQAstrategy ensuring a reliableprocess providing consistent relevant andtimelyfeedbackis enacted through the QA specialist and team managers
• Manage and evolve the relationship with our outsourced inbound team with a focus on performance metrics and long-term in-housing strategy

• Oversee daily support operations ensuring efficient and effective resolution of customer issues across all channels
• Develop and embed best practices SOPs and quality standards for the support desk
• Monitor and report on key performance indicators including CSAT resolution times and first-contact resolution rates
• Analyse customer feedback and data toidentifysystemic issues and opportunities to improve product documentation processes and tooling
• Champion the strategic shift from outsourced front-line support to a fully in-house technically confident first line team
• Continuously look for opportunities to improve automate and streamline processes

• Own and develop the Known Issues (KI) programme ensuring it is well-maintained clearly communicated and genuinely useful to both the support team and customers
• Lead thestrategy that powers theend-to-end incident management process from the Technical Supportperspective from detection and internal communication through to customer-facing updates and post-incident reviews
• Define and embed incident response protocols ensuring the support team is equipped to respond quickly communicate clearly and minimise customer impact
• Build and foster a strong trust-based partnership with the Product and Engineering teams acting as the bridge between customer experience and product development
• Ensure customer insights support trends and known issues are regularly fed back into Product and Tech roadmap conversations turning support intelligence into product improvement
• Represent the customers voice in cross-functional forums driving accountability and alignment across teams when issues arise

• Act as the senior escalation point for complex high-stakes customer issues handling these with empathy professionalism and a solutions-first mindset
• Facilitate smooth cross-functional escalations working closely with technical product and commercial teams to resolve issues quickly and fairly
• Serve as the voice of the customer internally ensuring feedback loops are closed and insights influence wider business decisions
• Build andmaintainstrong trust-based relationships with key customers and partners

• Build strong relationships with key stakeholders across the business including technical teams product sales and senior leadership
• Communicate clearly and credibly at all levels from front-line team to Director
• Manage expectations transparently resolve conflicts constructively and champion your teams work across the organisation
• Collaborate consistently with peer teams across the wider Customer organisation to drivejoined-upthinking and shared outcomes

• At least 5 years experience in a customer service management or leadership role ideally within a SaaS or technology environment
• Proventrack recordof transforming or significantly upskilling a technical support team
• Experience managing distributed or offshore teams with the ability to lead effectively across geographies and cultures
• Strong operational instincts comfortable with data KPIs and using insight to drive improvement
• Excellent communication skills both written and verbal with the ability to adapt your style to your audience
• Ability to manage competing priorities and deliver consistently under pressure
• Intermediate to advanced skills in Excel Word and Outlook
• Fluent in English (native or equivalent)

• Experience leading both L1 support andtechnicalsupport teams
• Experience with Salesforce CRM Zendeskor similar platforms
• Background in a high-growth or scale-up SaaS business
• Exposure to bringing outsourced functions in-house

Were proud to be an equal opportunity employer and welcome applications from people of all backgrounds experiences and identities. We consider all candidates fairly and without discrimination irrespective of ethnicity race religion nationality age gender marital status disability neurodivergence caring responsibilities sexual orientation or gender identity. Were building a culture where everyone feels they belong and can thrive and wed love for you to be part of it. If you require any reasonable adjustments or support through the application or hiring process please email the team in confidence via to let us know.