SaaS Support Lead - Build & Scale Team (London)

Vatix; Greater London; Sur place; GBP 55 000 - 60 000; Plein temps

Avantages offerts par ce poste

25 days leave

Pension plan

Private health insurance

Training budget

Latest equipment

Free fruit & drinks

Southwark office

Résumé du poste

Vatix in London is seeking a hands-on Head of Support to build and lead a small team of three while owning service delivery and process design.

You will manage the queue across phone, email and chat, partner with engineering to prioritise fixes, and shape our HubSpot Service Hub usage and internal admin platform.

This is a new role reporting to the CEO with a clear path to Head of Support and a chance to influence how we support customers across health and safety and governance.

Qualifications

• 3+ years in customer or technical support for a software, SaaS or technical product.
• Experience leading others, formally or informally.
• Strong technical troubleshooting across web apps, mobile apps and connected devices.
• Track record of designing or improving processes.
• Comfortable using data to run a team.
• Excellent communication with customers and senior stakeholders.
• Ambitious, organised and ownership-driven.

Responsabilités

• Leading, coaching and developing the team, and helping hire as it grows.
• Overseeing the support queue across phone, email and chat, handling tickets yourself and leading on escalated issues.
• Owning response and resolution times, and reporting on support performance.
• Working with engineering to diagnose, prioritise and fix bugs.
• Reviewing and improving how we serve customers from onboarding to offboarding.
• Designing processes for our IoT safety devices, including inventory, stock, shipping and returns.
• Collaborating with other teams on device handling across the business.
• Shaping the internal admin platform and optimising HubSpot Service Hub usage.
• Working with the product team to maintain the help centre and enable self-help for customers.
• Spotting patterns in issues and feeding insights into the product roadmap.

Connaissances

Team leadership

Customer support

Technical troubleshooting

Data-driven leadership

Stakeholder management

Outils

HubSpot Service Hub

CRM systems

Inventory management

Description du poste

Vatix in London is seeking a hands-on Head of Support to build and lead a small team of three while owning service delivery and process design.

You will manage the queue across phone, email and chat, partner with engineering to prioritise fixes, and shape our HubSpot Service Hub usage and internal admin platform.

This is a new role reporting to the CEO with a clear path to Head of Support and a chance to influence how we support customers across health and safety and governance.