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 Doing

As 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 Bring

• Experience 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