Senior Customer Support Manager

About ClickTech ClickTech is a global AdTech and EdTech company empowering the next generation of digital entrepreneurs. Through our award-winning suite of advertising tools and our flagship platform ClickTech HUB, we make AI, digital marketing, and entrepreneurial education accessible to everyone — from freelancers and small business owners to agency leaders and ambitious professionals. We already support over 50,000 businesses in 135+ countries, and we’re just getting started. About the Role We are seeking a Senior Customer Support Manager to lead the Customer Support function for ClickTech’s new EdTech platform, Hub. This is a pivotal role in shaping and scaling the Support team as Hub rapidly grows through 2026 and beyond. The successful candidate will combine hands-on leadership with operational excellence — mentoring a growing team, driving customer satisfaction, and embedding scalable systems and AI-driven processes to deliver world-class support at scale. You’ll be instrumental in building a support model that delights & helps our users, minimises churn, and encourages continuous product improvement through actionable customer insight What you'll do: Internal Stakeholder Collaboration: Analyse support trends and share insights with Product and Marketing teams, providing structured feedback on customer sentiment, pain points, and feature requests to help shape product improvements and communications. Team Leadership & Development: Manage, mentor, and develop the Customer Support team to deliver exceptional service to Hub users; Setting clear performance objectives and run regular 1-1s, fostering a culture of learning, accountability, and collaboration. End User Query Management: Ensure timely and high-quality resolutions that maximise user satisfaction and encourage ongoing platform usage, as well as maintaining and continuously enhancing the Hub knowledge base to drive self-service adoption and reduce inbound volume. Manage and Refine AI-Driven Support Tools: Ensuring they are optimised to improve response times and enhance the customer experience, as well as identifying opportunities for further automation & digital-first solutions. Oversee Cancellation Processing: Focusing on identifying root causes and minimising churn through effective interventions and product education. Scalable Support: Design & Implement processes and systems that can adapt to rapid growth, ensuring the team remains efficient and high-performing. What experience we're looking for: Proven experience leading or managing a Customer Support team within a SaaS or digital product environment. Demonstrated success in setting up or scaling support operations in a fast-growth organisation. Hands-on experience with AI-driven tools, chatbots, or automation platforms to enhance support efficiency. Experience recruiting, mentoring, and developing team members within a rapidly evolving environment. Exposure and passion for the EdTech and/or subscription sectors What skills we're looking for: Leadership & Mentorship: Strong people leader capable of building high-performing, motivated teams. Strategic Thinking: Skilled at designing scalable support processes aligned with growth goals. Operational Excellence: Highly organised, data-driven, and focused on efficiency and customer satisfaction. Analytical Mindset: Able to analyse customer data and trends to inform decisions and improvements. Communication: Excellent interpersonal and written communication skills across all levels of the organisation. Tech-Savvy: Comfortable using AI tools, automation systems, and support platforms to enhance outcomes. We realise that certain groups of people are less likely to apply for a role if they don’t meet 100% of the job requirements. To be absolutely clear: if you like the look of this job and think you could do it well please apply. What you'll get: A high-impact role with autonomy, visibility and responsibility from day one. The chance to scale a global EdTech and AI platform with a real mission and strong product-market fit. Competitive salary + performance-based bonus tied to growth outcomes. A collaborative, ambitious environment where your ideas and execution shape the company’s success. Remote-first working with flexibility The gift of the 5th: smashed your work in 4 days, get the 5th day off! Here's some of our perks: Distributed working with £150 allowance for home office set up. Most of our team work remotely but we have office space available in our Nottingham office if you prefer hybrid or office working Flexible working hours (start as late as 11am and finish as early as 4pm) Opportunity to have an optional 4 day week with no drop in pay 25 days holiday entitlement (pro-rata’d if working the 4 day week) Buy up to 5 days additional holiday per year Work anywhere in the world for up to 1 month at a time Family friendly and inclusion conscious policies Career progression and investment in personal development Access to a Health Cash Plan and Mental Health First aiders Salary Sacrifice Company pension scheme Company funded social events Performance related bonus