Head of Customer Support

Head of Customer Support

A high growth SaaS business is looking for a Head of Customer Support to lead the next stage of its global support evolution. The successful candidate will be an experienced support leader with a strong grasp of enterprise SaaS delivery, hands-on operational excellence, and the ability to build an intelligent, efficient, and scalable support operation.

This role requires someone who is equally comfortable working at strategy level and actively engaging in tickets to understand issues in detail, guide best practice, and set the tone for service quality.

The Role

You will own the full support operation across multiple regions and customer segments. Working closely with Professional Services, Engineering, Product and Customer Success, you will ensure that customers receive the right help at the right time, through the right channel.

A major focus for this role is the design and optimisation of a front-end bot and triage engine. You will calibrate it so that common requests are handled efficiently, complex issues are escalated correctly, and customers are always directed to the most effective form of resolution. You will also drive improvements that use customer context such as product usage, configuration, history, and timing to deliver smarter support experiences.

Key Responsibilities

Operational Leadership

• Lead and develop a global support function covering multiple products and customer profiles.
• Set the standards for response quality, issue ownership and technical depth.
• Take an active role in ticket handling where needed to understand root causes, coach the team and drive improvements.

Support Automation and Self-Service

• Own the front-end bot strategy, including calibration, conversation design and escalation pathways.
• Ensure the bot understands context and directs customers to the correct channel, whether automated, self-help or human.
• Expand and refine the knowledge base and self-service ecosystem.

Process and Delivery Excellence

• Define and improve support workflows, SLAs and escalation processes.
• Partner with Professional Services to ensure seamless handovers between implementation, ongoing service and technical support.
• Identify patterns, recurring issues and opportunities for automation or product enhancements.

Customer Experience and Continuous Improvement

• Build a data-led support model, interpreting trends, customer context and operational insights.
• Drive initiatives that reduce time to resolution, product friction and customer effort.
• Act as an advocate for the customer internally.

Experience Required

• Proven experience leading global support teams within a SaaS or enterprise software business.
• Strong operational depth. You must be willing to get into tickets and understand issues first-hand.
• Experience implementing or improving bot-led support, AI-driven triage or advanced routing.
• Strong collaboration with Professional Services, Engineering and Customer Success.
• Background in service delivery where customer context drives decision-making.
• Ability to scale teams, processes and tooling in a fast-paced environment.
• Comfortable working with complex, configurable products used by enterprise customers.

What We Are Looking For

Someone who:

• Combines strategic thinking with hands-on delivery.
• Understands how support, services and product fit together.
• Knows how to design intelligent, context-aware support experiences.
• Enjoys building teams, processes and tooling from foundations to maturity.
• Wants ownership of a critical function during a period of major transformation.