Job Description

Career Level: 9A Team Leader
Posting Date: 22 Jul 2025

Customer Support Manager

Brand:

Swan Retail & EPOS Bureau

Location:

Waterlooville

Role Type:

Hybrid (3 days in office, 2 days remote)





ClearCourse is a market-leading technology group providing innovative software solutions and integrated payments across a range of sectors including retail, hospitality, membership organisations, and healthcare. Our mission is to empower businesses with smart, efficient, and scalable technology -- all supported by exceptional customer service.





We're looking for a Senior Support Manager to lead the Customer Support function for both Swan Retail and The EPOS Bureau. This is a high-impact leadership role based in Waterlooville, where you'll be responsible for ensuring our support teams deliver a world-class service, meeting SLAs and driving customer satisfaction. You'll play a pivotal role in shaping support strategy, developing people, and influencing the wider business.





This is a full-time, permanent role offering a mix of strategic oversight and hands-on leadership within a fast-moving tech environment.

Key Accountabilities:

Lead, coach, and develop a team of Customer Support Managers across multiple brands Monitor team performance, manage KPIs, and ensure SLAs are consistently met Drive continuous improvement through service standards, documentation, and best practices Take ownership of complex customer issues and ensure timely resolutions Build and manage team structures that scale with the business Collaborate with internal stakeholders to maintain high levels of customer satisfaction Oversee HR processes including recruitment, onboarding, and team development Present insights, analysis, and business cases to senior stakeholders Contribute to strategic planning and align team goals with broader business objectives Support change management and champion cross-functional collaboration

What We're Looking For:

5+ years of experience in a similar role within tech, payments, fintech, or IT support Proven leadership skills with experience managing support functions across multiple teams A strong customer-first mindset with excellent stakeholder engagement Able to understand complex systems and translate that into effective support operations Commercially astute with the ability to manage performance and identify risks Excellent communicator with strong analytical and problem-solving skills Proficient in Microsoft Office, especially Excel; Power BI knowledge is a bonus A positive, flexible attitude and the ability to thrive in a fast-paced environment

What We Offer:

Hybrid working model with 25 days annual leave + your birthday off Life Assurance and Group Income Protection Private medical cover with cash plan Enhanced Company Pension Employee wellbeing perks including Peppy Health, Perkbox and more Enhanced maternity, paternity and adoption pay Generous training budgets and support for professional development





Apply now - send your CV and let's build something brilliant together.





ClearCourse is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.