Head of Customer Support - EMEA

Evotix; Manchester; On-site; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Competitive base salary

Performance bonus

Unlimited annual leave (AMER/EMEA)

401k plan

Employee Assistance Program

Job summary

Evotix is hiring a Head of Customer Support to lead tailored EHS software delivery, respond to requests, manage configurations, and build robust reporting. You will drive 24/5 service, meet SLAs, and coach teams across regions to ensure consistent, high-quality support.

You’ll oversee escalation, documentation, and knowledge sharing while identifying opportunities for additional functionality and training to improve customer outcomes.

Qualifications

• Self-starter with high drive and determination.
• Strong leadership skills to motivate team in stressful environment.
• Open and collaborative - maintains strong internal relationships.
• Commercial – can identify opportunities for additional sales.
• Experienced in support desk supervision - can coach and evaluate performance of all support desk activities.
• Strong technical capability – administration of hosted solutions, desktop support, enterprise systems.

Responsibilities

• Prioritise and deliver support activities.
• Lead the APAC and AMER support team with coaching and support.
• Manage customer relationships with professionalism.
• Identify upsell opportunities and document needs for account managers.
• Deliver services alongside team members: help desk, configuration, training.

Skills

Self-starter

Strong leadership

Open and collaborative

Commercial mindset

Support desk supervision

Technical capability

Tools

Hosted solutions administration

Desktop support tools

Enterprise systems

Job description

Why Join Evotix?

At Evotix, we’re transforming the way businesses approach health, safety, and wellbeing. Our team thrives on bold ideas, celebrates diversity, and embraces the power of collaboration.

Here’s Why You’ll Love Working With Us

• Competitive Compensation: Enjoy a competitive base salary and company-based performance bonus.
• Time to Recharge: Unlimited Annual Leave because we trust you to balance your work and wellbeing. (AMER/EMEA)
• Financial Future: Generous tiered 401k plan that increases over time. (AMER)
• Support for You: Access to our Employee Assistance Program, including mental health, legal, and financial guidance.
• Growth Opportunities: Educational benefits to help you keep learning and growing.
• Team Culture: Regular team events, an inclusive environment, and a shared commitment to making an impact.

The Role

Deliver impactful EHS solutions. Empower safer, smarter workplaces.

Are you passionate about helping customers achieve real results through technology? At Evotix, we’re looking for an Head of Customer Support to lead the delivery of tailored EHS (Environmental, Health, and Safety) software solutions that transform how businesses operate.

In this role, you’ll respond to customer requests, configuration services, support for project managers, developing the people and processes, develop robust management reporting and trend analysis, deliver 24/5 service and ensure SLAs are achieved. If you’re excited by the idea of driving change and making workplaces safer through innovation, we’d love to hear from you.

What You'll Do

• Prioritise and deliver support activities
• Understand context and manage resources in order to address highest priorities
• Ensure that activities are carried out efficiently – both in terms of individual work and in terms of coordination and communication with others (especially development and account management)
• Ensure that activities are effective – processes are followed; knowledge is shared; documentation is developed and maintained
• Escalate issues where appropriate to product or development
• Ensure full records of all customer interactions are maintained

Lead the technical support team

• Be an inspirational leader to the APAC and AMER support team
• Provide coaching, challenge and support

Manage customer relationships

• Ensure a high standard of professionalism in customer interactions
• Act as first point of escalation in case team members face challenging customer engagement
• Ensure that customers are kept abreast of progress against issues raised

Identify upsell opportunities

• Spot opportunities where customers require additional configuration services or training, or where they may benefit from additional functionality
• Fully document needs and share with account manager

Deliver services alongside team members

• Help desk support
• Configuration services – both at direct request of customers and in support to implementation team
• Customer training (if required)

Performance Measures

Team Performance Against Key Indicators, Such As

• average time to resolve casescompleteness of documentation

What You Bring

• Self-starter with high drive and determination
• Can prioritise activities to maintain focus while balancing many activities
• Strong leadership skills to motivate team in stressful environment
• Open and collaborative - maintains strong internal relationships
• Can handle customer issues constructively and diplomatically
• Commercial – can identify opportunities for additional sales
• Experienced in support desk supervision - can coach and evaluate performance of all support desk activities
• Strong technical capability – administration of hosted solutions, desktop support, enterprise systems
• Determination and proven ability to master new technical skills and people challenges

Please note that Evotix is unable to offer visa sponsorship. You must have the legal right to work in the country where the role is based at the time of application.

Interview Process

We aim to keep our interview process transparent, fair, and respectful of your time. While steps may vary slightly by role, you can typically expect:

• Initial chat: A conversation with a member of our Talent team to learn more about your background, motivations, and answer any initial questions.
• Predictive Index (PI) assessment: A behavioural and cognitive assessment designed to better understand your working style and how you approach problem-solving.
• Hiring Manager interview: A role-focused discussion exploring your experience, skills, and how you approach real-world scenarios relevant to the role.
• Final interview: A conversation with key stakeholders to dive deeper into collaboration, alignment, and mutual fit.
• Offer: If successful, we’ll move quickly to share an offer and next steps.

We’re happy to make reasonable adjustments at any stage of the process — just let us know what you need.