Head of Customer Support

Bright Purple; City of Edinburgh; Hybrid; GBP 60,000; Full time

Job summary

A growing technology company in Edinburgh is seeking a Head of Customer Support to lead a technical support team. The role involves providing second and third-line support, troubleshooting networking issues, and collaborating with different teams. Candidates should have experience in technical support within a SaaS environment and strong networking knowledge. This position offers a salary up to £60,000 and hybrid working arrangements.

Benefits

Salary up to £60,000

Hybrid working

33 days annual leave

Vibrant office in Leith

Career development opportunities

Qualifications

• Proven experience leading technical support in a SaaS environment.
• Comfortable with technical and non-technical users.
• Good grasp of GDPR and data protection best practices.

Responsibilities

• Lead and grow the technical support team.
• Provide second and third-line support for a SaaS platform.
• Troubleshoot complex networking issues.
• Manage onboarding for new clients.
• Collaborate with product and engineering to resolve escalations.
• Drive internal improvements in support processes.

Skills

Leadership in technical support

Deep networking knowledge

Hands-on experience with cloud-managed WiFi systems

Troubleshooting networking hardware

Excellent communication

Tools

HubSpot

Zendesk

Job description

Head of Customer Support - Edinburgh

Bright Purple are looking for a Head of Customer Support to join a ever growing SaaS client. You’ll be part of a values-led, local team that believes in taking ownership, making things happen, and doing great work together. Expect greenfield projects, hands-on responsibility, and the chance to make a real impact in a growing business.

What is in it for you:

• Salary up to £60,000

• Hybrid working

• 33 days annual leave

• Vibrant and collaborative office in Leith

• Autonomy, influence, and career development in a high-growth environment

The Role:

• As Head of Technical Support, you’ll lead and grow a small but high-performing team.

• This is a technical, sleeves-rolled-up kind of role, perfect for someone who loves diving into complex WiFi and networking issues while mentoring and coaching others.

What You’ll Be Doing:

Leading the technical support team and setting the standard for service excellence
Providing second and third-line support for users of Stampede’s SaaS platform
Troubleshooting complex networking, WiFi, and connectivity issues
Managing the onboarding and rollout of Stampede products to new clients
Collaborating with product, engineering, and customer teams to resolve escalations
Driving internal improvements in support processes and documentation
Hiring, training, and mentoring support engineers as the team grows
Acting as a trusted technical point of contact for customers

What We’re Looking For:

Proven experience leading technical support or service delivery in a SaaSenvironment
Deep networking knowledge
Hands-on experience with cloud-managed WiFi systems
Skilled in configuring and troubleshooting networking hardware
Understanding of captive portals, access control, and splash page configuration
Comfortable with tools like HubSpot, Zendesk, or other CRM/ticketing platforms
Excellent communicator – confident with both technical and non-technical users
Good grasp of GDPR and data protection best practices

If you’re an experienced tech support leader ready to make your mark in a fast-growing SaaS business with a strong product and supportive team, we’d love to hear from you.

Apply now with your CV and a member of the Bright Purple team will be in touch.

Bright Purple is an equal opportunities employer: we are proud to work with clients who share our values of diversity and inclusion in our industry.