Head of Customer Support & Onboarding — SaaS Growth

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

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