Support Manager

Remuneration: £45,000 – £50,000 per annum (dependent on experience)
Benefits: Competitive and exciting benefits package

Working Environment:
As a hybrid workforce with a primary presence in the UK, you will work from home and have access to a London office space, with regular team meet-ups and in-person visits to clients.

Position Overview

Enroly is a fast-growing tech company transforming the international student recruitment process through innovative SaaS solutions.

The Support Manager is a new, pivotal role responsible for building and leading a team of specialists to provide high-quality technical support.

Key Responsibilities

• Support Ecosystem Ownership:
  Lead the strategic evolution and long-term management of HubSpot Service Hub as Enroly’s primary support platform across the full client lifecycle. Ensure the system scales alongside our product expansion and provides a seamless interface and knowledge base.
• Team Leadership & Client Communication:
  Line manage a dedicated support team and foster a high-performance culture focused on technical excellence, rapid resolution, and “closing the loop” for every client.
• Support Operations & Efficiency:
  Streamline and scale the support function through automation, SLAs, response targets, and quality assurance processes.
• Cross-Functional Collaboration & Query Routing:
  Build a decision-making framework to route queries effectively, working closely with Product, Engineering, and Customer Success teams.
• Reporting & Analytics:
  Use HubSpot data to track performance, identify trends, and provide actionable insights to leadership.
• Release Readiness:
  Ensure the support team is fully prepared for new product releases, including training, documentation, and planning.

About You

• Thrive in a fast-moving, tech-driven environment
• Excited by startup growth and building processes from the ground up
• Comfortable with ambiguity and bringing structure to evolving systems
• A proactive problem-solver who seeks efficiency through technology
• Data-driven with a focus on measurable impact
• A collaborative team player
• Strong communicator with both technical and non-technical stakeholders

Essential Experience

• Managing multiple support channels (live chat, ticketing, portals)
• Experience in a technical/customer support leadership role (ideally B2B SaaS)
• Leading or implementing a support ecosystem
• Automating manual processes and integrating tools (e.g. HubSpot, Jira)
• Using analytics and CRM data to monitor performance and identify risks
• Experience with CRM systems such as HubSpot
• Bachelor’s or Master’s degree

Desirable Experience

• Higher education admissions or international student recruitment
• Tech or B2B SaaS environment experience
• Systems implementation, project management, or change management
• Understanding of integrations and APIs

Mandatory Requirements

• Based in the UK
• Right to work in the UK

Why Enroly

• 25 days holiday + Bank Holidays
• Pension
• Private healthcare and life insurance
• Remote-first culture with flexible working
• Collaborative, high-energy team culture
• Strong career progression opportunities
• Innovative environment that celebrates success

Our Company Values

• Experience Matters: Deliver exceptional experiences for customers and partners
• Do Less to Do More: Focus on impact over effort
• Always Innovate: Embrace new technologies and ideas
• Celebrate: Recognise and share success

Apply Now

We encourage you to apply immediately. Interviews are conducted on a rolling basis, and high-potential candidates will be fast-tracked.

At Enroly, we are committed to diversity, equity, and inclusion. We welcome applicants from all backgrounds and ensure equal opportunity for all.

If you require any adjustments during the interview process, please let us know.

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