Head of Customer Support & Experience

SoCode Recruitment; Cambridge; Hybrid; GBP 55,000 - 65,000; Full time

Job summary

SoCode Recruitment in Cambridge is seeking a Customer Support Manager to lead and evolve the support function across software, data, and cloud products. You will build a high-performing team, implement scalable processes, and partner with Product, Engineering and Commercial teams to deliver world-class customer experiences.

The role balances strategic leadership with hands-on operational excellence, overseeing KPIs, service delivery, renewals, and GDPR compliance while driving improvements for

Qualifications

• Experience leading a customer/support team in a tech/ SaaS environment.
• Proven ability to define and monitor KPIs and improve service delivery.
• Strong cross-functional collaboration and stakeholder management.
• Background supporting software products, cloud services, or SaaS platforms.

Responsibilities

• Lead and mentor a team of technical support professionals.
• Oversee daily operations, maintaining high service standards.
• Develop and execute a scalable customer support strategy.
• Drive improvements across processes, tools, and workflows.
• Define and track KPIs, reporting on performance metrics.
• Maintain knowledge bases, portals, and self-service resources.
• Collaborate with Product, Engineering and Development teams on feedback.
• Support product launches, onboarding, and renewals.
• Manage escalation processes for complex issues.
• Ensure GDPR compliance and internal governance standards.

Skills

Team leadership

Customer support

KPIs & performance

Stakeholder management

Process improvement

Tools

Ticketing systems

Knowledge base

CRM systems

Job description

SoCode Recruitment in Cambridge is seeking a Customer Support Manager to lead and evolve the support function across software, data, and cloud products. You will build a high-performing team, implement scalable processes, and partner with Product, Engineering and Commercial teams to deliver world-class customer experiences.

The role balances strategic leadership with hands-on operational excellence, overseeing KPIs, service delivery, renewals, and GDPR compliance while driving improvements for