Product Support Lead - Global SaaS Business

Product Support Lead – Global SaaS Business

Part-Time – 27.5 hours per week.

Hybrid – Southampton (3 days in office).

Salary – £32,000 per annum.

Areti are recruiting for a (part-time) Product Support Lead to join a fast-growing, Series-A-backed SaaS business operating in the HR / workforce technology space. This is an exciting opportunity to join a company scaling rapidly and delivering a modern, data-driven platform used by global organisations.

You’ll be a key figure in a small, high-performing team that’s the first point of contact for users. This is a hands‐on role combining operational oversight, deep product knowledge, and a focus on continuous improvement.

What you’ll do

• Lead, coach and support a small product support team (2 Engineers), ensuring consistent quality and fast, effective resolution of client queries.
• Act as the product ambassador, handling complex issues and providing guidance on platform functionality.
• Partner with Product, QA and Engineering to stay ahead of new releases, identify issues, and ensure feedback loops are tight.
• Oversee documentation and the Help Centre, keeping content accurate and useful.
• Analyse metrics such as response times, resolution rates and CSAT to drive improvements.
• Implement process and tooling enhancements that scale quality and efficiency.
• Maintain clear SOPs and ensure the team can operate independently with confidence.

Essential Experience

• Proven experience leading or managing product support or technical support team within SaaS or a tech‐first environment.
• Ability to quickly build deep product knowledge across complex, evolving platforms.
• Comfortable analysing ticket data and operational metrics to identify issues and improvements.
• Familiar with support tooling such as Jira Service Management, Zendesk or similar.
• Organised, proactive and hands‐on, equally confident rolling up your sleeves and thinking strategically.
• Excellent written communication, clear, structured and adaptable to different audiences.

Desirable Experience

• Experience driving change or tooling migrations in a support setting.
• Understanding of how AI tools can enhance customer experience and team efficiency.

Why this role matters!

This is an opportunity to define what great product support looks like in a fast‐moving SaaS business. You’ll have ownership to shape the function, improve the systems and processes behind it, and directly influence customer satisfaction and retention as we scale.

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