1 of 1 Remote Support Manager Jobs in West Yorkshire

Product Support Manager We’re partnering with a fast-growing UK SaaS business on a pivotal Product Support Manager hire. You’ll lead day-to-day support operations, raise the bar on service quality, and turn customer feedback into product improvements, all while helping a scaling platform keep users happy and engaged. Role Overview: Location … Leeds City Centre/Hybrid (2+ days per week) Package: £35,000–£40,000 per annum & benefits Industry: Cyber Security/SAAS What You’ll Be Doing: Owning the support function day to day, workflows, staffing, priorities and standards. Setting and tracking performance metrics (think SLA, CSAT, first/average response times) and acting on the data. Handling escalations … issues, prioritise bugs, and feed insight back into the roadmap. Building and refining knowledge bases for customers and internal teams. Spotting trends, recurring problems and automation opportunities to scale support efficiently. Coordinating comms and response during incidents/outages; keeping stakeholders in the loop. Working closely with Customer Success and Sales to protect retention and satisfaction. Main Skills Needed More ❯