Customer Onboarding & Support Manager (SaaS)

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Salary: £45,000 - £50,000

Location: Reigate, UK

Job type: Full time

Direct report: Director of Customer Experience 

The Company

Infinity is a call intelligence technology company that analyses conversations between businesses and their customers. The technology supports businesses in driving key objectives such as growing revenue, reducing marketing and operational costs and boosting customers experiences.  

Infinity was launched in 2010 and is the UK market leader in call intelligence, with annual recurring revenues of £8m and growing. 

The firm is already hugely profitable with 800+ clients and employs 60+ people in London, Reigate, Manchester, Spain, Baltimore & California USA. Infinity is poised for further international expansion with coverage in 75 countries, including  800+ customers and 80+ employees in Reigate, London (UK), Spain, Baltimore and San Francisco (US). 

We are obsessed with cutting-edge technology and continuously finding ways to make our products even better.  Success is part of our culture, we promote passion, team-working and fun! Our people share our company values, which translates into our clients’ experience.

Profile of Role

We are looking for a Client Onboarding & Support Manager to join our successful company and help shape and develop our Client Onboarding and Support function. 

The Client Onboarding & Support Manager will be responsible for driving an efficient and motivated Support and Onboarding Teams, measuring performance against set KPI’s. Reviewing all processes on a regular basis whilst clearly documenting. The ideal candidate will be a natural leader with an eye for continual improvement and efficiency savings across the team, for example, ‘case and call reduction’, for Support and ‘first time to value’ from an onboarding perspective’. This would involve close liaison with key experts in other departments including Training, Customer Success and Solutions, the objective, to ensure all client training material is well defined for clients to use. 

About you

The ideal candidate will be self-motivated and bring a high level of energy to the team. You will need to think outside the box and actively contribute to improve our customer’s experience and ensure customers are adopting the solution. You will be someone who is willing to go the extra mile and be able to spot customer needs and opportunities. You will be able to communicate effectively across departments and ensure the customer needs are being met. 

Key Responsibilities

  • Lead and manage all activities within the Support and Onboarding Teams. 
  • Work with Sales and Customer Success teams to ensure that all work is managed and delivered effectively to ensure the best possible customer experience in line with the business SLA’s. 
  • Identify, map and document all Support & Onboarding processes to ensure the efficient running of the Support & Onboarding functions. Ensuring a seamless customer experience. Implement any new processes, following approval from the Director of Customer Experience. 
  • Maintain an ethos of continual improvement to ensure that all processes, tasks, and generally all work is being delivered in a time and cost-effective manner – for example, review of support tickets to identify any trends, review of clients active within onboarding with a view of helping move customers out of ‘ramp’, whilst liaising with the Director of Customer Experience to ensure any viable solutions are included in appropriate sprints.
  • Maintain a comprehensive KPI dashboard for the Support & Onboarding Teams and ensure these are used effectively – for example, average ticket response time, average call time, agent inbound and outbound, customers in onboarding and their status.. Ascertain trends in Case Types for continual improvement. 
  • Ensure regular use of reporting e.g. new deals from Sales, know what accounts are active during onboarding, who the top accounts are and what their status is and ensure this is known across Sales and the rest of CX.  Actively monitor team performance through the use of reports and dashboards. 
  • Create a system to collect and review customer feedback on all support and onboarding interactions, monitor this regularly, and feedback to the Customer Success, Product and Director of Customer Experience as appropriate.
  • Be the point of escalation for all priority one client issues, working closely with the Platform and Customer Success teams to ensure customer responses are being handled quickly and efficiently. Create incident reports to be shared internally and externally.
  • Act as the point of escalation with any customer/other operation issues to ensure these are resolved in a timely manner and any learnings are fed back.
  • Feedback to the Training Manager on areas of common cases to ensure training can be used to minimise case volumes. 
  • Manage the Support & Onboarding Teams through KPI’s and appraisals, providing regular feedback during 1-2-1’s and developing individuals within the team. 
  • Identify skills gaps/weaknesses and ensure there is a clear plan to provide training and support to address their needs and provide better career progression.
  • Manage holiday and sick leave for both teams, in relation to the employee handbook. Along with conducting interviews, reviewing team resources and managing the overall hiring process. 
  • Maintain a good understanding of the marketing technology sector and have overall commercial awareness for the business. 
  • Ensure a thorough and detailed onboarding programme for each new starter and manage progress e.g. 3 months, 6 months and 12 months. 
  • Have a high level of communications skills which can be used to help develop the Support Team. Be the voice of the Support across the business, ensuring efficient interdepartmental communications. 
  • Be accountable for the accurate billing of all client installations. Ensure monthly checks are carried out and installations are reviewed on an ongoing basis e.g. overages sheet, calls vs billing for bundled packages
  • Drive a culture of positive hard working behaviour across the team. Leading the team by  setting a professional example always in behaviour, attitude and results.

Key Skills

  • Customer-focused individual who is self-motivated
  • Motivational leader, who looks for continual improvement 
  • Time management and prioritisation skills
  • Ability to use own initiative and think ‘outside the box’
  • Excellent telephone manner, with strong written and oral communication skills, including complaint handling skills. 

About the person

  • 5+ years of customer service experience in B2B software.
  • A valued team member who upholds Infinity values and professional integrity.
  • Proven experience in a Customer Service or Customer Support Team Manager role. 
  • Knowledge of most standard desktop software applications e.g. excel, word, outlook etc.
  • Inspirational leader with excellent organization; project management; time management and communication skills.
  • Self-starter mentality who controls their own destiny. 

Beneficial, but not essential

  • Experience in using Salesforce.
  • Experience of call tracking systems. 
  • Experience of online marketing. 
  • Experience of SaaS business

Based in Reigate, but ability to travel to Manchester on a monthly basis as required. 



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RH2 9AQ Reigate Directions View page

The Perks!

  • Health & Family

    Private Healthcare, EAP, Life Assurance (4x Salary)

  • Learning & Development

    Full product training, general training and other L&D opportunities

  • Team Building

    Monthly or quarterly events, team trips, and Friday beers

  • Socials

    Summer and Christmas parties, and frequent gatherings

  • Free Refreshments

    Breakfast Club, fruit, snacks, and celebratory pizza deliveries

  • Communication

    Monthly company updates

Why work for us?

We have a welcoming culture which will make you feel at home from your first day. Your assigned buddy will be with you throughout your journey. Our vibe is fun mixed with passion and dedication, we truly are a work hard, play hard team.

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