Application Supervisor

Job Purpose:

To provide comprehensive support for the Activ client-facing SaaS software, ensuring high application availability, security, usability of functionality, and output integrity.



  • Collaborate closely with the internal support and customer success teams to efficiently address and resolve Activ related support tickets. 
  • Engage directly with customers to understand their needs and issues, providing solutions and training to enhance their experience with the Activ product. 
  • Stay informed about industry trends and emerging technologies, sharing relevant insights and knowledge with the team. 
  • Assist in the creation and updating of Activ product documentation to support user understanding and application success. 


  • Provide first-line and second-line support to Activ customers, resolving issues in a timely and effective manner. 
  • Support the customer success team by contributing to training materials and sessions that improve customer engagement and product utilisation. 
  • Log and categorise customer feedback and bugs accurately, reporting them back to the development team for action. 
  • Ensure continuous improvement in the quality of support provided to Activ users, enhancing customer satisfaction and loyalty. 


  • Monitor and report on support ticket progress, customer feedback, and resolution outcomes to the Group Application Support and QA Manager on a monthly basis. 
  • Analyse support interactions to identify trends and areas for product improvement or additional customer training needs. 


  • Manage multiple customer support tickets and training initiatives concurrently, prioritising effectively to meet deadlines and customer expectations. 

Success criteria:

  • High levels of customer satisfaction as evidenced by feedback and reduced number of repeat support requests. 
  • Effective resolution of support tickets within agreed timeframes, minimising downtime for customers. 
  • Positive impact on customer success through proactive support and training, leading to increased product adoption and engagement. 


The Application Supervisor – Activ is responsible for ensuring the smooth operation and support of the Activ client-facing SaaS software. This role is crucial in maintaining strong customer relationships through effective support, training, and communication.


  • Strong customer service orientation, with the ability to communicate effectively with customers and resolve issues efficiently. 
  • Excellent organisational skills and attention to detail, capable of managing multiple tasks and priorities in a fast-paced environment. 
  • The ability to work autonomously as well as part of a team, providing support and collaboration to ensure customer success. 
  • Proactive problem-solving skills, with a focus on providing solutions and improving customer experience. 
  • Friendly and engaging personality, with the ability to connect with customers and colleagues positively. 

How to Apply:

If you’re interested in a confidential conversation, please email your CV to