Senior Customer Support Manager

Checkit plc; Fleet; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A technology firm is seeking a Senior Customer Support Manager to lead and develop high-performing technical support teams. Key responsibilities include handling escalations, improving support operations, and ensuring customer satisfaction. Candidates should have significant experience in support roles, strong leadership skills, and familiarity with technical products. This hybrid role offers opportunities for career progression and various benefits, including generous leave, health plans, and a contributory pension scheme.

Benefits

Generous leave

Mental wellbeing days

Health cash plan

Contributory pension scheme

Share award scheme

Qualifications

• Significant experience in senior technical support or customer operations roles.
• Proven track record of leading and developing technical support teams.
• Strong coaching, feedback, and performance management skills.

Responsibilities

• Lead and develop a team of Support Engineers.
• Act as the senior point of ownership for high-severity customer escalations.
• Continuously improve support operations and case workflows.

Skills

People management

Technical escalations

Operational excellence

Customer advocacy

Data analysis

Tools

Ticketing systems

CRM

Job description

Senior Customer Support Manager

Application Deadline: 30 January 2026

Department: Customer Support

Employment Type: Permanent - Full Time

Location: Fleet / remote

Reporting To: David Needham - Head of Customer Support

Description

Checkit uniquely combines smart sensors and workflow software to provide the analytics and insights that complex organisations need to deliver a safer, more efficient and streamlined service to their customers. Our clients are spread across the healthcare, biopharma, assisted living, food service, retail and facilities management sectors.

We are seeking an experienced Senior Customer Support Manager to lead multiple high-performing technical support teams. This role is responsible for people management, operational excellence, and technical escalation ownership, ensuring customers receive a consistently high-quality support experience. The Senior Support Manager will combine strong technical understanding, customer advocacy, and proven leadership capability to drive continuous improvement across support processes, tooling, and team performance. This role plays a critical part in protecting customer satisfaction, retention, and trust.

For this role we are looking for someone who can do a hybrid role with 1-2 days per week in our office in Fleet, Hampshire. Deep experience of leading and managing technical support teams, ideally in a hardware or SaaS environment, is key. This is a great opportunity to progress your technical support career in a senior management role.

*CANDIDATE EXPERIENCE IS IMPORTANT TO US. THIS IS A REAL JOB. WE DO NOT USE AI TO SCREEN APPLICATIONS OR TO INTERVIEW. YOUR APPLICATION WILL BE READ AND ASSESSED BY A HUMAN. WE RESPOND TO ALL APPLICATIONS.*

What you'll be doing

People Leadership & Team Development

• Leading, mentoring, and developing a team of Support Engineers.
• Setting clear performance expectations and objectives aligned to customer outcomes and business goals.
• Conducting regular 1:1s, performance reviews, and career development planning.
• Fostering a culture of accountability, collaboration, learning, and customer empathy.
• Supporting hiring, onboarding, and workforce planning.

Technical Escalation Ownership

• Acting as the senior point of ownership for high-severity and complex customer escalations.
• Ensuring effective coordination between Support, Engineering, Product, Customer Success, and other internal teams.
• Maintaining clear, calm, and transparent communication with customers during critical incidents.
• Driving root cause analysis and ensuring corrective and preventative actions are implemented.

Operational Excellence

• Owning and continuously improving support operations, including incident management, the escalation processes, case workflows, on-call and coverage models.
• Ensuring SLAs, response times, and customer satisfaction targets are consistently met or exceeded.
• Monitoring support metrics (e.g. CSAT, time to resolution, backlog health) and acting on trends.
• Championing automation/AI, tooling improvements and process optimisation.

Customer Advocacy & Experience

• Representing the voice of the customer within the business, ensuring Customer Support insights influence product and operational decisions.
• Supporting strategic customers directly when required, particularly during escalations or major incidents.

Cross-Functional Collaboration

• Working closely with Engineering and Product teams to improve product reliability and supportability, influence roadmap priorities based on support data, and reduce repeat issues and customer friction.
• Collaborating with Customer Success, Sales, and Services to align on customer health and risk.
• Contributing to company-wide incident response, post-incident reviews and learning forums.

Continuous Improvement & Knowledge Management

• Driving improvements in internal and external knowledge bases, runbooks, and support documentation.
• Ensuring teams are enabled with the right training, tools, and technical context to succeed.
• Establishing best practices for problem management and long-term issue prevention.

Reporting & Leadership Communication

• Providing clear, data-driven reporting to senior Customer Support leadership on support performance within teams, escalation trends, customer trends, patterns and risks, team capacity and health.
• Proactively identifying risks and recommending strategic improvements.

What we're looking for

• Significant experience in senior technical support or customer operations roles, with a proven track record of leading and developing technical support teams.
• Substantial experience in people management or senior leadership positions, with strong coaching, feedback, and performance management skills.
• Experience supporting Hardware, SaaS/cloud-based, or complex technical products, with the capability to quickly understand new technical products and solutions.
• Proven ability to own critical incidents and high-impact escalations.
• Ideally some experience of working closely with Engineering and Product teams.
• Familiarity with support and customer tooling (e.g. ticketing systems, CRM).
• Experience of defining and improving support processes at scale.
• Ability to balance short-term customer needs with long-term operational sustainability.
• Comfortable working with data, KPIs, and operational metrics to drive decisions.
• Structured, analytical approach to problem solving.
• Excellent communication skills with the ability to engage confidently with both technical and non-technical stakeholders.
• Calm, authoritative presence during high-pressure situations.
• Ability to lead through change in a fast-moving environment.

What's in it for you

Checkit offer a range of benefits designed to give you the opportunity to learn and develop your skills, provide for your future, look after your routine healthcare, and feel protected if life throws you a curve ball. Our benefits include:

• Everyone gets a generous amount of leave, above the statutory levels, to help you rest and recharge
• Your birthday off in addition to your annual leave allowance
• 2 mental wellbeing days off per year, to take the time to reset and look after yourself
• Up to 20 paid sick days in any rolling 12 month period
• Health cash plan & BUPA dental to help with the costs of optical, dental and support for your mental wellbeing
• Access to Help@Hand health & wellbeing app
• Contributory pension scheme
• Share award scheme, allowing you to be rewarded for our future success
• Enhanced maternity and paternity pay, and paid loss of pregnancy leave