Support Manager

Circit is a fast-growing B2B SaaS company that is on a mission to make business verifiable in real- time. We are creating a global asset verification platform that allows auditors to deliver higher quality financial audits and spend more time helping businesses to create greater value for all economic stakeholders. Our current customer base includes big-four accountancy firms as well as global banks. 

We are seeking an experienced, hands on and results-driven Support Manager to lead the end-to-end support function across our organisation, covering Customer Support and Product Support. This role will involve managing a small team , ensuring exceptional service delivery across both technical support and customer support functions, and owning all related systems and processes. 

In this role you will:

• Technical & Customer Support Excellence: Ensure the team delivers seamless support for both technical issues and general customer inquiries, focusing on product troubleshooting, account management, and queries related to financial products or services. Collaborate with product and engineering teams to stay informed about product updates, API integrations, and technical features. Develop and maintain a robust knowledge base, documentation, and self-service resources for both customers and internal staff. Become an expert in the Circit product.

• Automation & Process Improvement: Lead initiatives to automate and streamline support workflows, reducing manual processes and increasing efficiency. Integrate automation tools, AI-driven chatbots, and other self-service resources to enable customers to resolve common issues quickly. Work with product and engineering teams to enhance documentation and introduce solutions that improve troubleshooting speed and customer satisfaction. 

• Customer Experience Focus: Ensure outstanding customer experience by aligning team efforts with business goals and customer needs, particularly in the fintech space. Develop and maintain strong relationships with customers, ensuring their technical and financial concerns are addressed efficiently. Advocate for customer needs internally to ensure product development and support strategies are aligned. 

• Manage Support Teams: Lead the Customer Support team directly and collaborate with Product Support teams through dotted line management. Ownership for the on call roster to ensure 24/5 covering. 
• Staff Development: Conduct regular one-on-one meetings, performance reviews, and continuous coaching to foster staff development. Oversee day-to-day operations to ensure the team handles tickets efficiently and meets KPIs and SLAs. 
• Reporting & Communication: Provide regular reports on team performance, ticket trends, customer satisfaction metrics, and automation impact. Maintain effective communication with internal stakeholders, including product, engineering, and operations teams. Ensure timely sharing of feedback and insights regarding recurring issues or product enhancements. Responsibility for key support metrics such as resolution and response time, and CSAT scores.  
• Ticket Management & Escalation: Act as an escalation point for complex technical or customer queries and work with senior stakeholders and product teams as needed. Own ticket flow, handle escalations, and ensure timely resolutions.

Candidate Requirements

You must be ready to work in a fast paced, high growth environment, with a large amount of flexibility required.

• 3+ years experience in a technical / customer support management role. 
• Experience managing T1 to T3 support staff, balancing both technical and customer-facing needs. 
• An eye for solving problems and continuous improvement. 
• Excellent communication and collaboration abilities. 
• Demonstrable multitasking and time management skills. 
• Proven leadership ability to manage, develop, and inspire a diverse team. 
• Excellent communication skills with the ability to explain technical issues in simple, customer-friendly terms. 
• Strong problem-solving and decision-making abilities, especially in high-pressure scenarios. 
• A hands on approach with the ability to focus on both the detailed issue and the bigger picture 

Bonus points: 

• Previous experience in a SaaS startup environment particularly FinTech. 

• Previous experience with ticketing systems such as Intercom. 

• Previous experience with project management tools such as Asana. 

• Previous experience with product development and monitoring tools. 

This is an exciting opportunity for an all-rounder, highly motivated candidate to get involved at the ground level of a fast-growing company. We’re committed to making sure our employees are well-treated. If there’s something that’s important to you that’s not on the list, talk to us.

· Competitive salary;

· A small team with a friendly environment that promotes autonomy for you to self-manage your time;

· Remote-working and flexible working hours;

· Great opportunity for career progression with hands on experience;

· Freedom of expression is encouraged.