Head of Customer Support

Vero HR Ltd; Milton Keynes; On-site; GBP 55,000 - 65,000; Full time

Benefits offered by this job

8% employer-funded pension

Private healthcare

Competitive salary (£55k–£65k)

Job summary

Vero HR Ltd is partnering with a growing UK-based SaaS business to appoint a Head of Customer Support in Milton Keynes. This hands-on leadership role focuses on building and guiding frontline support, onboarding services and key account care.

The post requires a strong track record in SaaS customer support leadership and the ability to translate complex technical concepts for customers. You'll shape service standards, drive process improvements and collaborate with engineering to resolve issues

Qualifications

• Experience leading customer support or customer success functions in SaaS.
• Track record of developing and coaching support teams.
• Experience handling complex escalations and managing strategic relationships.

Responsibilities

• Lead and develop customer support and onboarding teams.
• Manage customer escalations and ensure timely resolution of complex issues.
• Link customers with support and engineering, driving service improvements.
• Support key accounts and attend customer meetings as required.
• Monitor team performance and coach managers for professional development.
• Maintain high standards of customer service delivery.
• Identify opportunities to improve support systems, workflows and efficiency.
• Collaborate with internal stakeholders to deliver an outstanding customer experience.

Skills

Leadership

Customer support

SaaS experience

Stakeholder management

Communication

Escalation handling

Tools

CRM systems

Customer onboarding

Job description

We're working with a growing UK-based SaaS business that provides a market-leading software platform to organisations across the visitor attractions, leisure and hospitality sectors. Their technology supports critical business operations, helping customers deliver exceptional experiences while managing complex day-to-day activities.

As part of their continued growth, they are now looking to appoint a Head of Customer Support to lead their customer-facing support function and play a key role in shaping the customer experience across the business.

This is a hands-on leadership role, ideal for an experienced customer support professional who enjoys developing people, improving processes and acting as the bridge between technical teams and customers.

About the opportunity:

You'll take ownership of the customer support operation, leading a team that provide frontline support, dedicated account assistance and customer onboarding services. Working closely with senior stakeholders across the business, you'll help drive service excellence while ensuring customer issues are resolved effectively and efficiently

Key responsibilities include:

• Leading and developing customer support and onboarding teams
• Managing customer escalations and ensuring timely resolution of complex issues
• Acting as the key link between customers, support teams and engineering functions
• Driving service improvements through process, systems and people developmentSupporting key customer accounts and attending customer meetings when required
• Monitoring team performance, coaching managers and supporting professional development
• Establishing and maintaining high standards of customer service delivery
• Identifying opportunities to improve support systems, workflows and operational efficiency
• Working collaboratively with internal stakeholders to deliver an outstanding customer experience

Who we are looking for:

• Experience leading customer support or customer success functions within a SaaS or software environment
• A strong track record of managing and developing customer support teams
• Experience handling customer escalations and supporting strategic customer relationships
• The ability to translate technical information into clear, customer-focused solutions
• Strong stakeholder management and communication skills
• Experience driving service improvement initiatives and operational change
• Experience supporting enterprise or large-scale customer accounts

On offer is:

• £55,000-£65,000 salary
• 8% employer-funded pension (no employee contribution)
• Private healthcare
• High-impact role within a growing SaaS business