Head of SaaS Support

Vocative Consulting; Remote; GBP 90,000 - 110,000; Full time

Job summary

A well-established SaaS vendor is seeking a Head of Support to manage their customer-facing application support teams. This remote role requires occasional presence in the Midlands. The successful candidate will oversee daily operations, improve service structures, and identify customer needs. Ideal candidates will have prior experience in running support teams within a SaaS environment and familiarity with ServiceNow. The role offers a competitive salary between £90K and £110K.

Qualifications

• Proven experience running customer support teams in a SaaS environment.
• Strong knowledge of metrics tracking and customer requirements.
• Ability to design and implement effective support structures.

Responsibilities

• Manage day-to-day operations of the support team.
• Work with users to identify needs and deliver timely support.
• Reshape support function for improved service and capability.

Skills

Running support teams

Experience in SaaS

ServiceNow or similar

Change programme management

Job description

Head of Support - SaaS Vendor - Permanent role - UK Remote role - £(Apply online only)K

An excellent opportunity to join a well established SaaS vendor and take responsibility for their customer facing application support teams.

You'll be responsible for day to day management of BAU support; working with users and stakeholders to identify commercial needs, track metrics and deliver effective and fast paced support.

You'll also be responsible for reshaping the support function to ensure that it is structured to meet the needs of customers; you'll have the opportunity to design the service from the ground up and restructure teams and approach to deliver demonstrable improvements in service and capability.

You'll need to be able to demonstrate previous experience of running support teams, and having worked in a SaaS vendor in a similar role. Experience with ServiceNow or similar would be a significant advantage, as would running change programmes as well as delivering BAU services.

The role is remote; you'll need to be able to be in the office in the Midlands on occasion so a UK base is essential (and you must have the right to work in the UK). It will pay around £90-110K base.

For more details and a confidential discussion please contact Justin Sleep with a copy of your resume.