Customer Support Manager

Customer Support Manager

(Hybrid - Middlesbrough)

Do you want to lead a high-performing support team and deliver outstanding service to customers at a market-leading construction software company? At Causeway, we’re looking for a passionate and customer-focused leader to drive operational excellence and enhance the customer experience.

Who Are We?
We are ranked as the UK’s #1 construction-specific software player, and our mission is simple: to provide market-leading end-to-end software solutions to the construction and construction-related industries across the entire build lifecycle. If you are looking to build an exceptional career with an award-winning company, you’ve come to the right place.

Our teams are based in the UK, Europe, and India, working on products that are used on a global scale. We have a clear and defined roadmap to deliver over the next three years, which is centred around a large-scale digital transformation as well as continuing our growth and expansion.

We embrace diversity and equality and want our employees to feel comfortable bringing their whole selves to work. We are committed to building a team with a variety of backgrounds, skills, and views. Creating a culture of equality isn’t just the right thing to do; it improves every aspect of our business.

Purpose
As Customer Support Manager, you will lead, motivate, and develop a high-performing team to ensure our customers receive outstanding support. You will drive service excellence, improve processes, and enhance overall customer satisfaction.

Responsibilities

Service Delivery

1. Continuously review and refine support processes, tools, and training.
2. Benchmark Causeway’s support services and implement improvement plans.
3. Manage escalated customer cases, ensuring positive outcomes.
4. Collaborate with internal teams to improve the end-to-end customer experience.
5. Gather and analyse customer feedback to drive satisfaction improvements.
6. Ensure all support targets and KPIs are met or exceeded.
7. Provide regular performance reports with insights and recommendations.
8. Maintain expert knowledge of all Causeway products and integrations.
9. Promote continuous improvement in service delivery and efficiency.

People Management

1. Lead, manage, and develop a high-performing customer support team.
2. Ensure the team stays up to date with emerging technologies and best practices.
3. Monitor and manage team performance against key metrics.
4. Foster a positive and engaging work environment.
5. Lead by example, inspiring a culture of collaboration and excellence.

Skills, Experience, and Qualifications

Essential Skills

1. ITIL Foundation certified (preferably ITIL Practitioner or higher).
2. Degree-level education or equivalent.
3. At least five years’ experience in a technical support or team leadership role.
4. Proven experience recruiting, managing, and developing high-performing teams.
5. Strong Microsoft Office skills.

Desirable Skills

1. Experience implementing best-practice service delivery models.
2. Track record of improving efficiency through process enhancements.

Competencies

1. Passionate about delivering outstanding customer service.
2. Strong leadership and stakeholder management skills.
3. Excellent communication and presentation abilities.
4. Analytical mindset with strong problem-solving capabilities.
5. Highly organised with strong prioritisation and time-management skills.
6. Self-motivated with a continuous improvement mindset.

Benefits
As a leader in employee engagement and people management, there are fantastic benefits and rewards at Causeway. We strive, year on year, to achieve recognition as an award-winning workplace that our employees love. We’ve selected just a few of the many benefits available below to show you how we take care of our Causeway stars.

1. 25 days annual leave + public holidays, increasing with length of service.
2. 4% matched pension.
3. Income protection and life assurance.
4. Access to our award-winning benefits platform.
5. We take mental health seriously and have a dedicated EAP available 24/7.
6. £100 allowance towards a fitness club.
7. Dell discounts.
8. Private Medical Insurance.
9. Paid study leave + volunteering days.
10. Car scheme.

Carbon Footprint
Like all responsible companies, Causeway is aware of the need to recognise the importance of protecting our environment and addressing the climate emergency. Causeway is a carbon neutral company, and we offset our calculated carbon footprint. However, we recognise that offsetting is not a permanent solution, so we set environmental objectives to reduce our footprint year-on-year.