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