Job Specifications
**Customer Support Manager – Newcastle – circa £50K base + benefits**
We are recruiting on behalf of an organisation based in Newcastle, who have a Dental Practice Management Software - providing innovative solutions trusted by dental practices across the UK and Ireland.
Customer support is the cornerstone to their success, and therefore this role is, and always will be, at the very heart of the business. The Customer Support Manager is responsible for ensuring the dental practice clients receive consistently excellent support that is responsive, empathetic, and effective. You will lead the transformation of the Customer Support team, to consistently deliver high-quality service to our customers on both technical and non-technical queries.
A major focus will be to build a culture of ownership, positivity, and continuous improvement within the team. This role also acts as a key voice of the customer, driving enhancements to our processes, products, and overall customer experience. The role currently has 4 direct reports: First Line Support Team Lead, two Second Line Engineers, and an Infrastructure Administrator, and will require some part time resource for internal IT. It will be up to you to make recommendations to the Managing Director for any changes to the team structure, size or shape that will allow them to deliver the best possible service.
You will use your leadership skills to motivate, train, and develop team members. You should have strong communication and interpersonal skills to effectively communicate with our customers, listen to their feedback, and take pride in leaving them feeling valued and supported. You prefer talking on the phone to emailing (the vast majority of our cases come via the phones, and our customers need issues fixing quickly when their patients are sitting in the dentist’s chair waiting!). This team is about fast paced, first time resolution of our customers problems, rather than lengthy email exchanges that eventually lead to a resolution.
Key Responsibilities:
Customer experience & service delivery
Ensure customers receive timely, accurate, and empathetic support that reflects the companies values and commitment to, and understanding of, dental practices
Monitor service levels, ticket quality, and customer satisfaction, driving improvements where needed
Resolve complex or escalated issues with professionalism, empathy and urgency
Build strong relationships with practices to understand their real-world challenges and ensure their needs are represented internally
Team leadership & capability building
Lead, coach, and develop the Customer Support team to operate confidently, positively, and consistently
Build team capability through structured recruitment, induction, training, coaching, QA reviews, and skills development programmes
Set clear expectations on communication quality, ownership, and follow-through—and help team members meet and exceed them
Foster a culture of positivity, proactivity, accountability, and continuous improvement
Identify performance gaps and implement constructive, targeted interventions to improve individual and team outcomes
Operational Excellence
Oversee daily support operations, ensuring efficient triage, prioritisation, and resolution of cases
Own and improve support processes, documentation, knowledge bases, and tooling (e.g., Freshdesk ticketing system, Zoom phone system)
Analyse support trends and root causes to reduce recurring issues and increase self-service
Work closely with Product, Development, Onboarding, and Training teams to ensure seamless customer journeys and clear escalation pathways
Prepare and present support KPIs, insights, and recommendations to leadership
Customer Advocacy & Cross-Functional Collaboration
Represent the customer’s perspective in product discussions, release planning, and service improvement initiatives
Act as an internal advocate for quality, reliability, and usability of the SfD platform
Ensure changes (e.g., product updates, incident responses) are communicated clearly to customers and the support team
Leadership of Cyber Security, Infrastructure Administrator, and Internal IT
Provide day-to-day line management, structure, and support for the Infrastructure Administrator and Internal IT, who lead on our cyber security and compliance activities
Ensure priorities, workloads, and expectations are clear and aligned with business needs
Facilitate collaboration between Infrastructure, Support, Development, and leadership to ensure smooth operations and timely resolution of infrastructure-related issues.
Draw on the founder and senior technical colleagues for deep technical direction while focusing on people leadership, performance, and accountability.
Encourage a proactive approach to identifying risks, improving systems, and enhancing service reliability.
Requirements:
Experience & Skills
Proven experience in a Customer Support Manager or Senior Support Lead role within a B2B software or SaaS