Software Support Manager

I-clarity

Chorley, UK

6 days ago

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Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Compensation

£26,500.0 - £32,000.0

Working hours

Regular working hours

Job source

www.apply4u.co.uk

Tech stack

Artificial Intelligence Software as a Service Databases Medical Software Practice Management Software SQL Databases Data Logging Chatbots Build Tools Virtual Agents Zendesk

Job description

Support Manager - i-ClarityFull-time

Chorley, Lancashire

£26,500-£32,000 DOE The short version i-Clarity is practice management software used by opticians across the UK. When something goes wrong in a busy practice, they can’t see patients properly until it’s fixed - so support isn’t a cost centre here, it’s the product experience. We’re hiring a Support Manager to own it end to end: the phones, the ticket queue, the knowledge base, the AI help layer, and the customer satisfaction numbers. Not just running support - modernising it. What you’ll own The whole support function - triage, response times, escalations, and the standard every customer interaction is held toPhones answered, every time - practices call when they’re stuck mid-clinic; you’ll build the coverage and processes that mean nobody rings outTechnical problem-solving - you’ll get hands-on with the software: diagnosing issues, replicating bugs, working with the dev team on fixes, and knowing when it’s a training

Requirements

issue vs a product issueSelf-serve that actually works - best-in-class user guides, video walkthroughs, and searchable documentation that deflect tickets before they’re raisedAI-powered help - build and train an AI assistant on our knowledge base so customers get instant, accurate answers 24/7, and the team stops answering the same question forty times a weekCustomer satisfaction as a number you own - CSAT, first-response time, resolution time. Measure it, report it, improve it What you bring Experience running or leading a software support desk - SaaS, practice management, or similar technical productGenuinely technical - comfortable digging into logs, databases, or system settings rather than just logging a ticket and hopingYou’ve built documentation or knowledge bases people actually use, and you write clearlyInterest in (or experience with) AI support tools - chatbots, help widgets, AI-drafted responses - and the judgement to deploy them without wrecking the customer experienceCalm under pressure and good on the phone - our customers are busy clinicians, not IT peopleProcess-minded: you build systems so quality doesn’t depend on heroicsBonus points: optical/healthcare software experience, helpdesk tooling (Zendesk, Freshdesk, Intercom or similar), or SQL Why this role Real ownership - support is yours: the team, the tools, the targets, the roadmapBuild, don’t babysit - this is a modernisation brief. AI help, better docs, smarter processes - you’ll leave the function unrecognisableDirect line to the top - you’ll work with the directors and dev team daily; no layers between you and decisionsCustomers you’ll actually know - a loyal UK customer base of independent practices, not anonymous ticket numbers