Software Support Manager

Support Manager — i-Clarity

Full-time | Chorley, Lancashire | £24,500–£28,000 DOE

The short version

i-Clarity is practice management software used by opticians across the UK. When something goes wrong in a busy practice, they can't see patients properly until it's fixed — so support isn't a cost centre here, it's the product experience.

We're hiring a Support Manager to own it end to end: the phones, the ticket queue, the knowledge base, the AI help layer, and the customer satisfaction numbers. Not just running support — modernising it.

What you'll own

• The whole support function — triage, response times, escalations, and the standard every customer interaction is held to
• Phones answered, every time — practices call when they're stuck mid-clinic; you'll build the coverage and processes that mean nobody rings out
• Technical problem-solving — you'll get hands-on with the software: diagnosing issues, replicating bugs, working with the dev team on fixes, and knowing when it's a training issue vs a product issue
• Self-serve that actually works — best-in-class user guides, video walkthroughs, and searchable documentation that deflect tickets before they're raised
• AI-powered help — build and train an AI assistant on our knowledge base so customers get instant, accurate answers 24/7, and the team stops answering the same question forty times a week
• Customer satisfaction as a number you own — CSAT, first-response time, resolution time. Measure it, report it, improve it

What you bring

• Experience running or leading a software support desk — SaaS, practice management, or similar technical product
• Genuinely technical — comfortable digging into logs, databases, or system settings rather than just logging a ticket and hoping
• You've built documentation or knowledge bases people actually use, and you write clearly
• Interest in (or experience with) AI support tools — chatbots, help widgets, AI-drafted responses — and the judgement to deploy them without wrecking the customer experience
• Calm under pressure and good on the phone — our customers are busy clinicians, not IT people
• Process-minded: you build systems so quality doesn't depend on heroics
• Bonus points: optical/healthcare software experience, helpdesk tooling (Zendesk, Freshdesk, Intercom or similar), or SQL

Why this role

• Real ownership — support is yours: the team, the tools, the targets, the roadmap
• Build, don't babysit — this is a modernisation brief. AI help, better docs, smarter processes — you'll leave the function unrecognisable
• Direct line to the top — you'll work with the directors and dev team daily; no layers between you and decisions
• Customers you'll actually know — a loyal UK customer base of independent practices, not anonymous ticket numbers