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About the role
<div class="content-intro"><h3>When you join Exclaimer you will join a global award-winning SaaS provider with an exceptional revenue rate, ambitious growth plans, and an inclusive and outcomes-driven culture.</h3>
<p>Exclaimer is a high-growth SaaS company with 300+ colleagues across the UK, US, Europe, and Asia-Pacific. We promote a people-first culture built on fairness, inclusion, psychological safety, and continuous learning. As we evolve into a multi-channel platform for branded business communications, we offer employees the opportunity to shape the future of global communication—while growing their careers in a culture where curiosity, creativity, and accountability thrive. </p>
<h3>We’re officially Great Place To Work Certified™</h3>
<p>Exclaimer has been recognised by Great Place To Work® for our culture of collaboration, trust, and growth. This certification reflects our commitment to creating an environment where every voice matters and people genuinely enjoy coming to work. See our accreditations to learn more: <a href="https://www.greatplacetowork.co.uk/certified-company/1575695">Great Place to Work® UK </a><a href="https://www.greatplacetowork.com/certified-company/104575695">| Great Place To Work® USA</a></p>
<p> </p>
<h3>About the opportunity 👇</h3></div><h3><strong><span data-contrast="none">Role and responsibilities </span></strong><span data-ccp-props="{"201341983":0,"335559739":218,"335559740":257}"> </span></h3>
<h3><strong><span data-contrast="none">Team Leadership & Development</span></strong><span data-ccp-props="{"335559738":200,"335559739":60}"> </span></h3>
<ul>
<li><span data-contrast="none">Lead, inspire, and develop a high-performing team of Support professionals</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
<li><span data-contrast="none">Drive the transformation of a legacy technical support function into a modern, scalable, and customer-first operation</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
<li><span data-contrast="none">Conduct regular performance reviews, deliver constructive feedback, and create meaningful development plans for every team member</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
<li><span data-contrast="none">Identify training needs and partner with the Customer Leadership to design and implement targeted learning programmes</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
<li><span data-contrast="none">Foster an open, collaborative team culture where knowledge sharing and continuous improvement are the norm</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
<li><span data-contrast="none">Own QA strategy ensuring a reliable process, providing consistent, relevant, and timely feedback is enacted through the QA specialist and team managers</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
<li><span data-contrast="none">Manage and evolve the relationship with our outsourced inbound team, with a focus on performance, metrics, and long-term in-housing strategy</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
</ul>
<h3><strong><span data-contrast="none">Support Operations</span></strong><span data-ccp-props="{"335559738":200,"335559739":60}"> </span></h3>
<ul>
<li><span data-contrast="none">Oversee daily support operations, ensuring efficient and effective resolution of customer issues across all channels</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
<li><span data-contrast="none">Develop and embed best practices, SOPs, and quality standards for the support desk</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
<li><span data-contrast="none">Monitor and report on key performance indicators including CSAT, resolution times, and first-contact resolution rates</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
<li><span data-contrast="none">Analyse customer feedback and data to identify systemic issues and opportunities to improve product documentation, processes, and tooling</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
<li><span data-contrast="none">Champion the strategic shift from outsourced front-line support to a fully in-house, technically confident first line team</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
<li><span data-contrast="none">Continuously look for opportunities to improve, automate, and streamline processes</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
</ul>
<p> </p>
<h3><strong><span data-contrast="none">Known Issues, Incident Management & Cross-functional Partnerships</span></strong><span data-ccp-props="{"335559738":200,"335559739":60}"> </span></h3>
<ul>
<li><span data-contrast="none">Own and develop the Known Issues (KI) programme — ensuring it is well-maintained, clearly communicated, and genuinely useful to both the support team and customers</span><span data-ccp-props="{"335559685":600,"335559738":40,"335559739":40,"335559991":300}"> </span></li>
<li><span data-contrast="none">Lead the strategy that powers the end-to-end incident management process from the Technical Support perspective— from detection and internal communication through to customer-facing updates and post-incident reviews</span><span data-ccp-props="{"335559685":600,"335559738":40,"335559739":40,"335559991":300}"> </span></li>
<li><span data-contrast="none">Define and embed incident response protocols, ensuring the support team is equipped to respond quickly, communicate clearly, and minimise customer impact</span><span data-ccp-props="{"335559685":600,"335559738":40,"335559739":40,"335559991":300}"> </span></li>
<li><span data-contrast="none">Build and foster a strong, trust-based partnership with the Product and Engineering teams — acting as the bridge between customer experience and product development</span><span data-ccp-props="{"335559685":600,"335559738":40,"335559739":40,"335559991":300}"> </span></li>
<li><span data-contrast="none">Ensure customer insights, support trends, and known issues are regularly fed back into Product and Tech roadmap conversations — turning support intelligence into product improvement</span><span data-ccp-props="{"335559685":600,"335559738":40,"335559739":40,"335559991":300}"> </span></li>
<li><span data-contrast="none">Represent the customer’s voice in cross-functional forums, driving accountability and alignment across teams when issues arise</span><span data-ccp-props="{"335559685":600,"335559738":40,"335559739":40,"335559991":300}"> </span></li>
</ul>
<p><span data-ccp-props="{"335559739":80}"> </span></p>
<h3><strong><span data-contrast="none">Customer Relationship Management</span></strong><span data-ccp-props="{"335559738":200,"335559739":60}"> </span></h3>
<ul>
<li><span data-contrast="none">Act as the senior escalation point for complex, high-stakes customer issues — handling these with empathy, professionalism, and a solutions-first mindset</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
<li><span data-contrast="none">Facilitate smooth cross-functional escalations, working closely with technical, product, and commercial teams to resolve issues quickly and fairly</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
<li><span data-contrast="none">Serve as the voice of the customer internally, ensuring feedback loops are closed and insights influence wider business decisions</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
<li><span data-contrast="none">Build and maintain strong, trust-based relationships with key customers and partners</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
</ul>
<p><span data-ccp-props="{"335559739":80}"> </span></p>
<h3><strong><span data-contrast="none">Stakeholder Management</span></strong><span data-ccp-props="{"335559738":200,"335559739":60}"> </span></h3>
<ul>
<li><span data-contrast="none">Build strong relationships with key stakeholders across the business, including technical teams, product, sales, and senior leadership</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
<li><span data-contrast="none">Communicate clearly and credibly at all levels — from front-line team to Director</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
<li><span data-contrast="none">Manage expectations transparently, resolve conflicts constructively, and champion your team’s work across the organisation</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
<li><span data-contrast="none">Collaborate consistently with peer teams across the wider Customer organisation to drive joined-up thinking and shared outcomes</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
</ul>
<p><span data-ccp-props="{"335559739":200}"> </span></p>
<h3><strong><span data-contrast="none">Essential Experience & Skills</span></strong><span data-ccp-props="{"335559738":200,"335559739":60}"> </span></h3>
<ul>
<li><span data-contrast="none">At least 5 years’ experience in a customer service management or leadership role, ideally within a SaaS or technology environment</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
<li><span data-contrast="none">Proven track record of transforming or significantly upskilling a technical support team</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
<li><span data-contrast="none">Experience managing distributed or offshore teams, with the ability to lead effectively across geographies and cultures</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
<li><span data-contrast="none">Strong operational instincts — comfortable with data, KPIs, and using insight to drive improvement</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
<li><span data-contrast="none">Excellent communication skills, both written and verbal, with the ability to adapt your style to your audience</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
<li><span data-contrast="none">Ability to manage competing priorities and deliver consistently under pressure</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
<li><span data-contrast="none">Intermediate to advanced skills in Excel, Word, and Outlook</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
<li><span data-contrast="none">Fluent in English (native or equivalent)</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
</ul>
<p><span data-ccp-props="{"335559739":80}"> </span></p>
<h3><strong><span data-contrast="none">Advantageous</span></strong><span data-ccp-props="{"335559738":200,"335559739":60}"> </span></h3>
<ul>
<li><span data-contrast="none">Experience leading both L1 support and technical support teams</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
<li><span data-contrast="none">Experience with Salesforce CRM, Zendesk or similar platforms</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
<li><span data-contrast="none">Background in a high-growth or scale-up SaaS business</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
<li><span data-contrast="none">Exposure to bringing outsourced functions in-house</span><span data-ccp-props="{"335559738":40,"335559739":40}"> </span></li>
</ul>
<p><span data-ccp-props="{"335559739":80}"> </span></p><div class="content-conclusion"><h3>At Exclaimer, we’re proud to offer a benefits package that reflects our commitment to supporting you professionally, personally, and wherever life takes you. </h3>
<div>Alongside competitive pay, you’ll have access to generous paid time off, flexible working options including our XFlex programme and a “work from anywhere” allowance - plus enhanced leave for all new parents, regardless of gender, family structure, or path to parenthood. Our wellbeing offering includes comprehensive healthcare coverage, fully funded insurance and income protection, access to 24/7 virtual care, and mental health, legal and financial support through employee assistance programmes. We help you plan for the future with contributory retirement plans and savings support, and back your day-to-day wellbeing with perks like subscriptions to Calm and Blinkist, fitness and lifestyle credits, global travel assistance and a wide range of discounts. Wherever you're based, you'll find that Exclaimer’s benefits are designed to help you thrive: at work and beyond.</div>
<div> </div>
<h3>At Exclaimer, inclusion is more than a policy - it’s part of who we are.</h3>
<p>We’re proud to be an equal opportunity employer and welcome applications from people of all backgrounds, experiences, and identities. We consider all candidates fairly and without discrimination irrespective of ethnicity, race, religion, nationality, age, gender, marital status, disability, neurodivergence, caring responsibilities, sexual orientation, or gender identity. We’re building a culture where everyone feels they belong and can thrive, and we’d love for you to be part of it. If you require any reasonable adjustments or support through the application or hiring process, please email the team in confidence via <a href="mailto:Work@Exclaimer.com">Work@Exclaimer.com</a> to let us know.</p>
<p> </p></div>
Perks & benefits
- Medical Insurance
- Paid Time Off
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