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 communication—while 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 
• Identify training needs and partner with the Customer Leadership to design and implement targeted learning programmes 
• Foster an open, collaborative team culture where knowledge sharing and continuous improvement are the norm 
• Own QA strategy ensuring a reliable process, providing consistent, relevant, and timely feedback is 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 to identify systemic 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 the strategy that powers the end-to-end incident management process from the Technical Support perspective— 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 customer’s 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 and maintain strong, 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 team’s work across the organisation 
• Collaborate consistently with peer teams across the wider Customer organisation to drive joined-up thinking and shared outcomes 

• At least 5 years’ experience in a customer service management or leadership role, ideally within a SaaS or technology environment 
• Proven track record of 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 and technical support teams 
• Experience with Salesforce CRM, Zendesk or similar platforms 
• Background in a high-growth or scale-up SaaS business 
• Exposure to bringing outsourced functions in-house 

We’re 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. We’re building a culture where everyone feels they belong and can thrive, and we’d 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 Work@Exclaimer.com to let us know.