Customer Service Manager - eCom ERP SaaS. Hybrid

At Khaos Control, our software has been running the operational backbone of hundreds of UK businesses for over 25 years, from fast-growing SMEs to complex, multi-channel retailers.

Inventory, orders, warehousing, accounting, CRM, integrations when things go well, our customers scale with confidence. When things go wrong, they need someone who takes ownership, cuts through complexity, and makes them feel supported.

That s where you come in.

As our Customer Service Manager, you ll lead the team that customers rely on when it matters most. You ll shape onboarding, raise support standards, influence product decisions, and make sure customers don t just use Khaos Control, they succeed with it.

You Will:

• Lead, coach, and develop our customer support team
• Own customer onboarding alongside Professional Services; from go-live to real adoption
• Act as the senior escalation point for complex customer issues
• Work cross-functionally with Product, Tech, and Sales to drive proper resolutions
• Improve processes, documentation, SLAs, and reporting as we scale
• Proactively drive customer success, adoption, and retention

Your Background / Skills: Leadership. Customer Service. Customer Success. Experience in SaaS, ERP, or complex B2B software environments., * An experienced customer service or customer success leader

• Customer-first, with a strong sense of ownership and accountability
• Confident handling escalations and complex customer issues
• Experienced leading and developing customer-facing teams
• Comfortable working cross-functionally with Product, Tech, and Sales
• Focused on onboarding, adoption, and long-term customer success
• Calm under pressure and trusted by customers when it matters most
• Background in SaaS, ERP, or complex B2B software environments preferred

What success looks like:

• Consistently high CSAT / NPS
• Faster onboarding and time-to-value for new customers
• Lower churn and stronger long-term retention
• A confident, high-performing support team
• Customers who actively recommend Khaos Control because of the service they receive

• £54,000 - £58,000 base salary, depending on experience
• Up to 10% annual bonus linked to customer satisfaction, retention, and team performance
• Hybrid working with flexibility built in
• 25 days holiday + bank holidays
• Company pension with enhanced employer contribution
• Training & development budget (leadership, customer success, systems)
• Progression path toward Head of Customer Success as the company grows
• Direct access to leadership reporting to the Managing Director
• The chance to shape how customer success works in an established and ambitious ERP business

If you re a customer-first leader who enjoys complexity, ownership, and building teams that customers genuinely trust, we d love to meet you.

If turning complex problems into loyal, long-term customers is your thing, this role was built for you. When ERP software sits at the heart of a business, customer service isn t a function - it s a promise. At Khaos Control, that promise has powered UK retailers for over 25 years, helping ambitious SMEs and complex, multi-channel businesses grow with confidence. Now, as we continue to scale our award-winning ERP SaaS platform, we re looking for a Customer Service Manager who thrives on ownership, leadership, and delivering reassurance when it matters most. This is a senior, hands-on role for a customer-focused leader ready to shape how support, onboarding, and long-term success work across a growing SaaS business - and to make a visible, lasting impact.