Customer Support Manager (SaaS/Software)

About Bit Zesty:
Bit Zesty is a UK-based, multi-award-winning agency, delivering bespoke software solutions since 2009. We help clients achieve their goals through innovative software solutions tailored to their unique challenges. We believe strong relationships with colleagues and clients make us better than the sum of our parts. Committed to quality, our work positively impacts society. Fully remote since inception, we prioritise work-life balance, autonomy, flexibility, and environmental sustainability.

The Role:
Being a Customer Support Manager at Bit Zesty means taking ownership of our support operations and providing excellent client service for their live digital products. It’s about collaboration, attention to detail, analytical thinking, and reliability. Reporting to the Senior Project Manager, you will work closely with a culturally diverse team of developers, UX designers, and Project Managers.

Key Responsibilities:

• Ensure client happiness by prioritising and taking responsibility for issues and requests across multiple projects.
• Analyse client issues, document requirements, and define acceptance criteria.
• Collaborate with developers and designers to resolve support issues.
• Communicate priorities, expectations, and budget constraints to the team.
• Test features to ensure deliverables meet client and quality standards.
• Monitor estimates vs. actuals and manage client expectations.
• Plan and oversee larger product improvements to meet deadlines.
• Write user stories, create estimates, and manage project boards.
• Identify risks, escalate issues, and produce incident reports.
• Ensure time logging and prepare reports for invoicing purposes.
• Develop training materials to support team members.
• Communicate timelines, issues, outcomes, and costs to clients via email, phone, and online meetings.
• Support the project management and senior management teams as needed.

To succeed in this role, you should be:

• Educated to a university degree level (1st or upper second class).
• Experienced supporting clients with digital projects (for example, software builds, SaaS, marketing websites, e-commerce sites) for at least 2 years.
• Passionate about technology, demonstrated through your degree or work experience.
• An effective communicator who inspires high-quality, timely work.
• Comfortable working in a fast-paced, deadline-driven environment.
• Organised, detail-oriented, and proactive in following up on tasks.
• Friendly and genuinely interested in the needs of clients, the team, and the business.