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.
As part of their continued growth, they are now looking to appoint a Customer Support Manager to lead their 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.
About the opportunity:
You'll take ownership of the customer support operation, leading a team that provides frontline support and dedicated account. Working closely with senior stakeholders across the business, you'll help drive service excellence while ensuring customer issues are resolved effectively and efficiently.
Key responsibilities include:
· 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
Who we are looking for:
· Experience as a manager or team leader for a customer support or customer service 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
On offer is:
· £45,000 - £55,000 basic salary
· 8% employer‑funded pension
· Private healthcare
· High‑impact role within a growing SaaS business
If you have the right attributes, skillset and feel you will be able to add value, then what are you waiting for…hit that apply button to find out more!
Skills Required
- Experience leading customer support or customer success functions within a SaaS or software environment
- Experience managing and developing customer support teams
- Experience handling customer escalations and supporting strategic customer relationships
- Ability to translate technical information into clear, customer-focused solutions
- Strong stakeholder management and communication skills
- Experience driving service improvement initiatives and operational change
- Experience supporting enterprise or large-scale customer accounts
What We Do
Vero HR is a UK-based HR outsourcing firm that provides a configurable, scalable blend of expert advice, services, and technology to help organizations manage their people. They offer a comprehensive suite of solutions, including payroll, recruitment, HR technology, and employment law, acting as an extension of their clients' teams to improve efficiency, reduce risk, and drive performance across various sectors, from SMEs to established enterprises.
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