Customer Support Manager

About FuseMetrix

FuseMetrix is building the most innovative and trusted platform powering leisure and attraction businesses across the UK. Since 2002, FuseMetrix has empowered businesses to streamline their operations and enable better customer experiences. Our cloud-based platform brings together online bookings, ePOS, finance, CRM, HR and more into a single, unified platform. Family entertainment centres, farm attractions, indoor play venues, museums, zoos, and many more rely on it to run their day-to-day operations and give their visitors a great day out.

The team is based in Milton Keynes and is collaborative, solutions-focused, and committed to delivering an excellent customer experience.

The Opportunity

As part of our continued growth, we are now looking to appoint a Customer Support Manager to lead our customer-facing support function and play a key role in shaping the customer experience across the business.

This is a hands-on leadership role, ideal for an experienced Customer Support Manager or Team leader professional who enjoys developing people, improving processes, and acting as the bridge between technical teams and customers.

Working hours for this role will be normal business hours Monday through Friday. The individual will also be required to oversee infrequent escalations during out-of-hours support.

Key Responsibilities

• Leading and developing the customer support team
• Establishing and maintaining high standards of customer service
• Managing customer escalations and resolving complex issues quickly
• Acting as the link between customers, the support team and engineering
• Driving service improvements across processes, systems and workflows, including greater use of automation and AI
• Supporting key accounts and joining customer meetings when needed
• Overseeing team performance and helping people grow professionally
• Working collaboratively with colleagues across the business to deliver an outstanding customer experience

What We're Looking For

• Experience leading a customer support or customer success function in a SaaS company
• A track record of managing and developing support teams
• Confidence handling escalations and supporting strategic customer relationships
• The ability to translate technical detail into clear, practical solutions for customers
• Strong stakeholder management, with clear written and verbal communication
• A history of driving service improvements and operational change
• Familiarity with the Intercom (Fin) helpdesk platform

Benefits

• Competitive salary
• Generous pension contribution (8% employer contribution)
• Private healthcare
• Enhanced parental leave benefits
• Supportive and collaborative team culture
• High‑impact role within a growing SaaS business

Equal Opportunities

We're building a team that reflects the communities our software serves. FuseMetrix is an equal opportunity employer. We welcome applicants of every background, identity and experience, especially women, people from ethnic minority backgrounds, disabled people and LGBTQ+ people, who are underrepresented in the software industry. If you're excited about this role but don't tick every box, please apply anyway.

Job Types: Full-time, Permanent

Pay: From £45,000.00 per year

Benefits:

• Company events
• Company pension
• Free parking
• On-site parking

Work Location: In person