Head of Support

JR United Kingdom; United Kingdom; Remote; GBP 55,000; Full time

Job summary

An innovative UK-based SaaS start-up is seeking a Head of Support to lead its growing support function. This pivotal role requires an experienced leader who can manage a team, enhance support processes, and collaborate with executives to ensure the team is well-resourced. As the company scales, your strategic leadership will be crucial in operationalizing support functions and improving user experiences. Join a dynamic environment where your contributions will directly impact the growth and success of the organization.

Qualifications

• Extensive experience in team management and developing early career employees.
• Understanding unique customer support challenges faced by scale-up businesses.

Responsibilities

• Lead and manage the existing support team while focusing on efficiency.
• Collaborate with the executive team to enhance support function resources.

Skills

Team Management

Customer Support

SRE-like Processes

Scaling Support Processes

Project Leadership

Job description

Head of Support - Ad Tech - Scale-Up - £55K - Remote

Christopher Ali has partnered with an innovative UK-based SaaS start-up that is at a pivotal point in its growth and requires a Head of Support to join the team.

As the company expands, so does the volume and complexity of support needed. They are seeking an experienced customer and technical support leader to help scale and operationalise the internal support function.

An understanding of how support needs evolve at an enterprise scale is essential, along with a focus on making the support team work efficiently. The role involves strategic leadership and line management of the existing support team, with potential to expand into broader Operations leadership.

Skills and Responsibilities:

• Extensive experience in team management, especially in developing early career employees
• Experience managing teams with SRE-like processes
• Understanding the unique customer support challenges faced by scale-up businesses and a focus on scaling and operationalising support processes
• Collaborate with the executive team to ensure the support function is well-equipped and resourced, with a strong career development pipeline
• Identify and lead projects to improve support tooling and automation
• Coordinate with partners and their support teams to ensure seamless system integration and user experience