Support Manager

Location: Remote (UK)

Salary: £40,000-£45,000 depending on experience

About UtilityClick

UtilityClick is a growing SaaS business supporting energy brokers with CRM, billing validation and customer management solutions. We’re evolving our service model to strengthen support quality, accountability and scalability.

We are now recruiting a Support Manager to take operational ownership of our support function.

The Role

This is a hands-on role with full operational responsibility for the support function.

The role requires someone able to take immediate ownership of support operations, managing incoming queries directly while introducing greater structure, visibility and accountability across the function.

You will work closely with customers, development and client services to diagnose issues, resolve technical queries and drive improvements that reduce repeat support demand.

You will:

• Diagnose, replicate and resolve complex customer support issues
• Own the end-to-end management of support queries from initial ticket through to resolution
• Work closely with our development team to escalate and prioritise defects
• Improve documentation and reduce repeat issues
• Introduce reporting, metrics and performance visibility across the support function

While the role does not currently include line management, it carries full ownership of the support function and responsibility for its performance and effectiveness as the business grows.

This is an opportunity to introduce structure, improve processes and drive measurable improvements in the support experience.

Key Responsibilities

• Manage incoming support queries from first ticket to resolution
• Prioritise issues based on urgency, impact and customer value
• Produce high-quality Jira tickets with clear replication steps
• Improve knowledge base content and self-serve materials
• Identify root causes of repeat issues and drive preventative fixes
• Track and report on key support metrics (SLA, resolution time, CSAT etc.)
• Work collaboratively with Client Services and Product teams

What We’re Looking For

• Strong technical problem-solving skills
• Experience working in SaaS or technical support environments
• Ability to translate technical issues into clear customer communication
• High accountability and ownership mindset
• Comfortable working autonomously
• Structured, organised and process-oriented
• Commercial awareness of customer impact

Nice to Have

• Experience improving support processes or implementing metrics
• Familiarity with Jira, Zoho Desk or similar tools
• Experience working with development teams

Why Join Us?

We’re a talented team made up of people from a range of backgrounds and disciplines. Different perspectives are welcomed here, and we trust people to work in ways that help them perform at their best.

We care deeply about what we build, but we don’t take ourselves too seriously. We’re ambitious with a healthy dose of self-awareness. We strive to be the best at what we do – and we know that takes continuous improvement.

That mindset creates real opportunity. When you join us, you can expect:

• The opportunity to shape and elevate a function
• Direct impact on customer experience and product quality
• A growing SaaS business with an evolving roadmap
• A flexible working environment built on trust