Product Support Lead

Product Support Lead (Part-Time, 27.5 hrs/week)

Hybrid – Southampton-based (3 days in office)

Salary: £32,000 (for 27.5 hours/week)

We’re a fast-scaling SaaS company building AI‐driven technology that’s transforming how organisations operate. We’re growing quickly and looking for a Product Support Lead to shape and elevate our support function.

You’ll lead a small, high-performing team that’s the first point of contact for our users. This is a hands‐on leadership 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, ensuring consistent quality and fast, effective resolution of client queries.
• Act as the product expert — 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.

What we’re looking for

Essential

• Proven experience leading or managing a product support or technical support team within SaaS or a tech‐first environment.
• Ability to quickly build deep product knowledge across complex, evolving platforms.
• Excellent written communication — clear, structured and adaptable to different audiences.
• 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.

Desirable

• 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.