Support Manager
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Before you apply
LocationNewcastle, United Kingdom, United Kingdom
Work modehybrid
Typefull-time
SeniorityLead
DepartmentSaaS - Sports & Leisure
Company size51–200 people
PostedOct 12, 2026 · 3w ago
Verified live1d ago
At a glanceSummarised by Seekless from the posting.
Proven experience managing a support or service desk team
Strong grasp of incident, request and problem management
Experience reporting on trends and service performance
Flexibility to work early or late for Australian hours
Customer-first, organised, resilient and a natural problem solver
SaaS and multi-time-zone experience
Benefits
25 days holiday
Bank holidays
Hybrid working
Flexible working
Private medical cover
Health cash plan
Life assurance
Calm wellbeing app
Perkbox
Enhanced parental leave
Cycle to work scheme
Volunteering days
Employee assistance programme
Learning and development
SUPPORT MANAGER
Hybrid, Newcastle
Reports to: Director of Operations
Team: Six Service Desk Agents across the UK and Australia
ABOUT THINKSMART
We build software for children’s activity providers, helping thousands of clubs across the UK and Australia give kids great experiences. We’re growing fast, and brilliant support is how we keep customers happy.
ABOUT THE ROLE
Lead our UK and Australia support team and shape how we deliver support as we scale. Deputise for the Head of Support and build a path into senior leadership.
Requirements
WHAT YOU’LL DO
•
Coach and develop a team of six across two time zones
•
Own service quality and customer experience
•
Be the go-to for escalations
•
Manage rotas to cover UK and Australian hours
•
Turn service desk data into insight that cuts repeat contact
•
Improve our processes, tools and knowledge base
WHAT YOU’LL BRING
•
Proven experience managing a support or service desk team
•
Strong grasp of incident, request and problem management
•
Experience reporting on trends and service performance
•
Flexibility to work early or late for Australian hours
•
Bonus: SaaS and multi-time-zone experience
WHO YOU ARE
Customer-first, organised, resilient and a natural problem solver.
Benefits
•
25 days holiday plus bank holidays
•
Hybrid and flexible working options
•
Private medical cover
•
Health cash plan
•
Life assurance
•
Access to the Calm wellbeing app
•
Perkbox employee benefits platform
•
Enhanced parental leave
•
Cycle to work scheme
•
Volunteering days
•
Employee Assistance Programme
-Ongoing learning, development, and career progression across the ClearCourse Group