Head of Customer Support - Customer Experience (Group)

Agilio Software; Sheffield; Remote; GBP 125,000 - 150,000; Full time

Job summary

A leading software company in the UK is seeking a Head of Support to lead and scale the Support team. The role focuses on operational excellence and driving customer satisfaction through exceptional service delivery. Candidates should have over 8 years of experience in customer service within a SaaS environment, including strong team leadership skills. This full-time role offers a competitive salary and generous benefits.

Benefits

Income Protection

Life Assurance

Enhanced pension

Health Cash plan

28 days annual leave + bank holidays

Sick pay scheme

Qualifications

• 8+ years in Customer Service, ideally SaaS with 5 years in team management.
• Experience leading multi-tiered support teams across digital and high-touch channels.
• Strong grasp of support best practices: triage, escalation, SLA management.

Responsibilities

• Oversee day-to-day support operations ensuring SLAs and KPIs are consistently met.
• Lead, coach, and develop a high-performing Support team across multiple tiers.
• Act as a senior point of escalation for complex or high-impact support cases.

Skills

Customer Service

Team Management

Data Analysis

Operational Excellence

Stakeholder Management

Tools

Zendesk

Salesforce Service Cloud

Freshdesk

Job description

Background

Background: Agilio Software Group is the UK’s largest provider of back office, compliance, and workforce solutions in primary care and dental. We have ambitious and exciting growth plans and are looking for talented individuals to be part of our journey.

Job purpose

Job purpose: We are seeking a proactive, service‑oriented leader to serve as Head of Support. This is a senior operational role responsible for delivering exceptional support experiences across a diverse customer base, from high‑volume digital channels to strategic, high‑touch engagements.

You will lead and scale a multi‑tiered Support team, ensuring timely resolution, customer satisfaction, and continuous improvement in service delivery. Your focus will be on operational excellence, team development, and driving customer‑centric outcomes through data, process, and technology.

You’ll work closely with Product, Engineering, Customer Success, and Enablement to ensure support is aligned with product evolution, customer needs, and business goals.

You will be responsible for:

Responsibilities

• Support Operations & Service Delivery
  • Oversee day‑to‑day support operations ensuring SLAs and KPIs are consistently met
  • Implement and optimise support workflows, triage processes, and escalation paths to ensure efficient and effective resolution
  • Monitor ticket volumes, response times, and resolution rates, identifying trends and areas for improvement
  • Contribute to strategic service design to ensure ongoing scalable future delivery
  • Integration of support teams in future acquisitions
• Customer Satisfaction & Retention
  • Own CSAT while driving initiatives to improve customer experience and satisfaction
  • Collaborate with Customer Success and Account Management to ensure support contributes to retention and renewal goals
  • Lead root cause analysis for recurring issues and partner with Product and Engineering to drive long‑term fixes
• Metrics, Reporting & Insight
  • Define and report on key support metrics (e.g. CSAT, FTR, MTTR, backlog, escalation rate), providing actionable insights to leadership
  • Use data to identify patterns, risks, and opportunities for service improvement
  • Feed support insights into product development and customer success planning
• Team Leadership
  • Lead, coach, and develop a high‑performing Support team across multiple tiers and specialisms
  • Provide mentoring and performance feedback through Team Leads and direct coaching
  • Partner with People and senior leadership to hire, onboard, and retain top talent in line with customer growth
• Escalation & Advocacy
  • Act as a senior point of escalation for complex or high‑impact support cases
  • Champion the voice of the customer by translating support feedback into actionable insight for Product and Engineering
  • Ensure feedback loops are closed visibly with customers and internal teams
• Cross‑Functional Collaboration
  • Work with Enablement to ensure support teams are trained on new features, workflows, and customer engagement strategies
  • Collaborate with Product and Engineering on bug triage, feature requests, and release readiness
  • Partner with Customer Success and Sales to ensure cohesive lifecycle delivery and customer experience

The skills and experience we are looking for in our Head of Customer Support

• Experience & Knowledge
  • 8+ years in Customer Service, ideally SaaS which could include Support, Service Delivery, or Customer Operations within B2B SaaS, with at least 5 years in team management
  • Experience leading multi‑tiered support teams across digital and high‑touch channels
  • Familiarity with support platforms (e.g. Zendesk, Freshdesk, Salesforce Service Cloud), and knowledge base tools as well as Support best practices
  • Strong grasp of support best practices: triage, escalation, SLA management, CSAT/NPS tracking, and team scaling
  • Data‑driven and analytical mindset — comfortable defining and reporting on KPIs such as CSAT, FRT, ART, and backlog
  • Experience in healthcare or regulated environments is a plus, especially within Primary Care or Dental sectors
• Skills & Attributes
  • Excellent people leadership and coaching skills; experienced in managing team leads and individual contributors
  • Operationally strong — skilled in building scalable support processes and driving continuous improvement
  • Calm and empathetic communicator with strong stakeholder management and escalation handling
  • Commercially aware — understands the role of support in retention and customer lifetime value
  • Comfortable interpreting support data and driving change through insight

Additional Information

This is a full‑time role based remotely.

Job type: Full‑time, permanent, some out of hour’s work and travel may be required from time to time.

Salary: Competitive salary and generous benefits

• Income Protection
• Life Assurance
• Enhanced pension
• Health Cash plan
• 28 days annual leave + bank holidays
• Sick pay scheme
• A range of flexible benefits available through our Agilio Flex portal

If you feel you have what it takes to join our team, we look forward to receiving your application!

If you are interested in applying, please email your CV along with a covering letter to [e-mail]