Head of Customer Support, SaaS & AI (Remote)

GET STAFFED ONLINE RECRUITMENT LIMITED; Greater London; On-site; GBP 60,000 - 70,000; Full time

Benefits offered by this job

Discretionary annual bonus

Fully remote within UK

25 days holiday per year

MacBook and ergonomic chair

Co-working space membership

Job summary

GET STAFFED ONLINE RECRUITMENT LIMITED is seeking a Head of Customer Support to lead a SaaS-based support function in a remote-first setup. You will drive operational excellence, ownership of SLAs, and collaboration with Product, Engineering and Growth to continuously improve customer outcomes.

You will balance speed and quality, guide a team to deliver exceptional support, and explore AI-enabled solutions to remove repetitive work while preserving a human touch.

Qualifications

• Experience leading a high-quality Customer Support operation, ideally in SaaS.
• Ability to build and improve QA processes for support.
• Managing customer escalations and ensuring service levels.
• Use data and feedback to drive continuous improvement in support.
• Work closely with Product and Engineering to shape the product and support.
• Experience introducing AI into support while maintaining quality.

Responsibilities

• Take operational ownership of the Customer Support function.
• Oversee ticket flow, workload, SLAs, escalations and communication quality.
• Ensure every customer receives clear, accurate and thoughtful support.
• Use operational data, customer feedback and support trends to drive continuous improvement.
• Report on Customer Support performance and trends to the C-suite to set priorities.
• Collaborate with Product, Growth, Operations and Engineering to improve the platform and support.
• Ensure AI and automation improve efficiency without compromising quality.
• Raise the standard of Customer Support as the company grows.

Skills

Operational ownership

QA processes

Escalations management

Data-driven improvement

Cross-functional collaboration

AI in support

Job description

GET STAFFED ONLINE RECRUITMENT LIMITED is seeking a Head of Customer Support to lead a SaaS-based support function in a remote-first setup. You will drive operational excellence, ownership of SLAs, and collaboration with Product, Engineering and Growth to continuously improve customer outcomes.

You will balance speed and quality, guide a team to deliver exceptional support, and explore AI-enabled solutions to remove repetitive work while preserving a human touch.