Product Support Manager

MCS Group are delighted to be working with a fast-growing SaaS business that's scaling globally and looking for a Product Support Manager to lead and develop their support function. This is a great opportunity for someone who enjoys building high-performing teams, improving processes, and making a real impact in a business that's expanding quickly.

The Role

• Lead, train, and manage the support team - setting direction, coaching, and running performance reviews.
• Own the delivery of customer support within agreed SLAs.
• Act as the first point of escalation for complex customer issues.
• Manage the ticketing system and ensure effective reporting to the Exec team.
• Oversee and update the knowledge base, FAQs, and "how to" guides.

What They're Looking For

• Experience leading a customer or product support team, ideally in SaaS/tech.
• Excellent communicator who can simplify complex processes.
• Organised and calm under pressure, with strong people management skills.
• Technical awareness (SQL, Jira, MS Office) and comfortable creating engaging support/training materials.

Why Join?

• Hybrid model: 2-3 days in the office (most of the team WFH Mon/Fri).
• 25 days holiday + bank hols, increasing with service.
• Sabbatical after 5 years.
• Brilliant benefits: pension, healthcare, gym allowance, wellbeing allowance, tech scheme, cycle-to-work, and more.
• Fun extras: POETS half-days, birthday leave, paw-ternity leave, and plenty of socials.

This is a role where you can shape the team, improve processes, and grow with the business as they continue to scale.

To speak in absolute confidence about this opportunity please contact Rachael Walker, IT Recruitment Manager at MCS Group 02896935487 or click the apply button below.

If this position is not right for you, we have others that are.

Please visit MCS Group www.mcsgroup.jobs to view a wide selection of our current jobs or give us a call 028 9023 5456 .

All conversations will be treated in the strictest of confidence.