Product Support Manager

ocation: Hybrid Oxfordshire based

Salary: £50,000 – £60,000 depending on experience

Product Support Manager (Learning Tech Software)

We build learning software for critical industries. You’ll make sure our clients get the most from it — and fast.

We’re building an intelligent learning platform that helps defence, aerospace, and infrastructure teams train better, retain more, and prove competence in high-stakes environments. When training fails, operations suffer. You’ll help make sure that never happens.

We’re hiring a Product Support Manager to lead our support function — the bridge between users, product, and development. You’ll ensure our clients get rapid answers, practical solutions, and a seamless support experience — so they stay happy, capable, and confident in our software.

Your mission includes:

• Set up a support ticketing system
  
  
• Troubleshooting client issues and escalating where needed — fast, clear, and calm
  
  
• Building out our support processes, documentation, and internal knowledge base
  
  
• Monitoring common queries, bugs, and feedback to identify patterns and inform product teams
  
  
• Acting as the voice of the customer — championing usability and client satisfaction
  
  You should bring:
  
  
• Experience in SaaS or software product support, ideally in B2B or learning tech
  
  
• Familiarity with .NET web applications and the Microsoft development stack
  
  
• A calm, clear communication style — written and verbal
  
  
• Confidence using support tooling like Zendesk, Intercom, Jira or similar
  
  
• A proactive mindset — willing to investigate, diagnose, and take ownership of issues
  
  
• (Bonus) Experience supporting software in regulated or safety-critical industries
  
  Why join us:
  
  We’re not just supporting a product. We’re supporting the people who use it to train, operate, and make high-stakes decisions. When things go wrong, you’ll be the calm expert making it right — and helping us improve it for the future.
  
  Apply now and help us deliver world-class support, every time