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Job Summary
My client develops and supports operational software used daily in high‑pressure environments such as logistics, warehousing, manufacturing, and export‑driven operations. Their platforms are mission‑critical, when systems go down, operations stop.
The Support Manager will lead a national support function made up of in‑office staff and distributed area support agents. This is a hands‑on leadership role, responsible for ensuring customers receive timely, professional, and effective support across the full software suite.
Key responsibilities include:
Leading, mentoring, and developing a high‑performing support team
Owning helpdesk operations, workflows, queues, escalations, and service levels
Managing after‑hours support coordination and operational readiness
Handling high‑priority incidents and customer escalations personally when required
Working closely with Development, QA, Product, and Operations teams on defects, releases, and production issues
Analyzing support trends, recurring issues, and operational bottlenecks
Improving support processes, documentation, and escalation procedures
Acting as the voice of the customer internally to improve product stability and customer experience
This is not a call‑center role. It’s an operational leadership position for someone who understands how software behaves in the real world.
Skills & Experience:
5+ years’ experience in customer support or software operations
Minimum 3 years’ experience managing support or operational teams
Experience working within a software company environment
Strong understanding of operational software, support workflows, and escalation management
Comfortable working with developers, QA teams, and software release cycles
Strong leadership, communication, and decision‑making skills
Ability to manage multiple priorities in a fast‑paced, high‑pressure environment
Qualification:
Relevant experience is prioritised. A technical or operational background within a software environment is advantageous.
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