The Customer Support Manager ensures client satisfaction, manages support operations, collaborates with teams, analyzes issues, and oversees product improvements.
About Bit Zesty:
Bit Zesty is a UK-based, multi-award-winning agency, delivering bespoke software solutions since 2009. We help clients achieve their goals through innovative software solutions tailored to their unique challenges. We believe strong relationships with colleagues and clients make us better than the sum of our parts. Committed to quality, our work positively impacts society. Fully remote since inception, we prioritise work-life balance, autonomy, flexibility, and environmental sustainability.
The Role:
Being a Customer Support Manager at Bit Zesty means taking ownership of our support operations and providing excellent client service for their live digital products. It’s about collaboration, attention to detail, analytical thinking, and reliability. Reporting to the Senior Project Manager, you will work closely with a culturally diverse team of developers, UX designers, and Project Managers.
Key Responsibilities:
- Ensure client happiness by prioritising and taking responsibility for issues and requests across multiple projects.
- Analyse client issues, document requirements, and define acceptance criteria.
- Collaborate with developers and designers to resolve support issues.
- Communicate priorities, expectations, and budget constraints to the team.
- Test features to ensure deliverables meet client and quality standards.
- Monitor estimates vs. actuals and manage client expectations.
- Plan and oversee larger product improvements to meet deadlines.
- Write user stories, create estimates, and manage project boards.
- Identify risks, escalate issues, and produce incident reports.
- Ensure time logging and prepare reports for invoicing purposes.
- Develop training materials to support team members.
- Communicate timelines, issues, outcomes, and costs to clients via email, phone, and online meetings.
- Support the project management and senior management teams as needed.
Requirements
To succeed in this role, you should be:
- Educated to a university degree level (1st or upper second class).
- Experienced supporting clients with digital projects (for example, software builds, SaaS, marketing websites, e-commerce sites) for at least 2 years.
- Passionate about technology, demonstrated through your degree or work experience.
- An effective communicator who inspires high-quality, timely work.
- Comfortable working in a fast-paced, deadline-driven environment.
- Organised, detail-oriented, and proactive in following up on tasks.
- Friendly and genuinely interested in the needs of clients, the team, and the business.
Benefits
What We Offer:
- Annual Leave: 25 days + UK bank holidays + your birthday off.
- Health & Fitness: Contribution towards gym memberships or fitness apps.
- Healthcare Cash Plan
- Social Events & Mindfulness: Regular virtual team socials and mindfulness practices.
- Fully Remote Working: To promote balance and reduce environmental impact.
- Contract: One-year contract with a possibility of becoming permanent.
- Salary: £35,000 - £40,000 depending on relevant experience.
How To Apply:
If you’re interested and based in the UK, press “Apply” to submit your CV!
Top Skills
SaaS
Software Solutions
Similar Jobs
Beauty • Robotics • Design • Appliances • Manufacturing
As a Product Design Engineer Intern, you'll contribute to innovative product development, collaborating on design solutions from concept to manufacture while gaining hands-on experience with CAD and prototyping.
Top Skills:
ArduinoCreoPythonRaspberry PiSolidworks
Productivity • Software • App development • Automation
The Enterprise Account Manager is responsible for nurturing relationships, driving growth, managing enterprise accounts, and achieving sales quotas through strategic planning and collaboration with Solution Engineers.
Top Skills:
DoolyOutreachSales NavigatorSalesforceZoominfo
Productivity • Software • App development • Automation
The Senior Account Executive will manage and close software sales opportunities, working closely with pre-sales teams and ensuring customer satisfaction.
Top Skills:
B2B SoftwareCrm SoftwareDocument Processing Software
What you need to know about the Colorado Tech Scene
With a business-friendly climate and research universities like CU Boulder and Colorado State, Colorado has made a name for itself as a startup ecosystem. The state boasts a skilled workforce and high quality of life thanks to its affordable housing, vibrant cultural scene and unparalleled opportunities for outdoor recreation. Colorado is also home to the National Renewable Energy Laboratory, helping cement its status as a hub for renewable energy innovation.
Key Facts About Colorado Tech
- Number of Tech Workers: 260,000; 8.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lockheed Martin, Century Link, Comcast, BAE Systems, Level 3
- Key Industries: Software, artificial intelligence, aerospace, e-commerce, fintech, healthtech
- Funding Landscape: $4.9 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Access Venture Partners, Ridgeline Ventures, Techstars, Blackhorn Ventures
- Research Centers and Universities: Colorado School of Mines, University of Colorado Boulder, University of Denver, Colorado State University, Mesa Laboratory, Space Science Institute, National Center for Atmospheric Research, National Renewable Energy Laboratory, Gottlieb Institute
