Head of Unified Support

Head of Unified Support

Manchester, UK

🚀 We’re growing - and we’d love you to grow with us

Giraffe360 is looking for a Head of Unified Support to lead the next phase of our support function, creating a more unified, scalable model that supports our growth.

This is a key leadership role. Giraffe360 already has a fantastic agentic support team, bringing together a lean human agent team, with AI based support & triage maintaining a 95%+ CSAT score & great customer feedback, with team leadership in place. We are looking to build out a widened support function, bringing together project & processing support, hardware & bug fixes to create a more joined up experience, and help shape how support works in a scaling tech business.

You’ll play a big part in ensuring our support function is efficient, connected across multiple disciplines, built for global delivery and covering the client’s entire Giraffe360 pipeline. That means improving how issues are handled, spotting patterns and opportunities, and helping us turn support into a real driver of customer experience and product improvement.

This role would suit someone who enjoys working at pace, is comfortable with change, and can combine strategic thinking with a hands on approach.

What you’ll be doing

• Lead and evolve a unified support function that delivers a seamless experience across project & processing support, hardware & bug fixes & collaborating with our agentic team
• Build scalable processes, tools and ways of working that improve service and reduce friction
• Use data and insight to improve performance, identify root causes and drive smarter decision-making
• Lead, coach and develop a high-performing team with clear standards and strong accountability
• Act as a senior point of escalation for complex or business-critical issues
• Help shape a support model that works for a fast-growing, product-led company, across a growing number of geographies
• Drive continuous improvement across service, systems, automation and self-service
• Partner across teams to ensure support is connected, commercially aware and aligned to business priorities

What we’re looking for

• Experience leading complex support outside of purely agentic, ticket focused systems with experience in service delivery or operations in a tech, SaaS or product-led business
• An interest in photography, imaging technology, or experience supporting media generation or machine learning-driven products at scale
• A track record of building or improving support functions & systems in a growing company
• Strong experience working cross-functionally and with geographically distributed teams
• Sound judgement and a practical, problem-solving mindset
• Confidence using metrics, trends and operational insight to improve performance
• Strong people leadership skills, with the ability to build trust, raise standards and create momentum
• Someone flexible, adaptable and comfortable working in a business where things move quickly
• Someone who can travel to our offices in Latvia and be flexible with contracted hours on occasion, as we transition to a 24-hour global support function

👀 About you

You’re proactive, organised, and enjoy working in a fast paced environment where priorities can change and initiative is valued.

You’re someone people enjoy working with, approachable, dependable, and calm under pressure. You don’t wait to be told what to do. You spot what needs doing and get on with it.

You’ll thrive here if you’re:

• A builder, not just a manager
• Energised by growth, pace and change
• Low ego, high ownership
• Curious and solutions focused
• Confident making decisions in ambiguity
• Passionate about creating a great customer experience while building something scalable behind the scenes

We don’t micromanage. We hire people we trust

🎁 What we offer

• Competitive salary with bonus opportunities
• Hybrid working – 2 days per week in our Ancoats city-centre office (Mondays & Thursdays)
• 25 days annual leave plus bank holidays
• Paid day off for your Birthday
• Enhanced parental leave and pay
• Private Health Insurance
• Regular team socials and events
• Training, development, and genuine career progression opportunities

🦒 About Giraffe360

Giraffe360 is a breakthrough camera technology company transforming how real estate content is created. Our all in one device combines high accuracy LiDAR and SLR photography to produce stunning visuals and precise floor plans, all at the push of a button.

Recognised as one of Europe’s Top 100 PropTech solutions, we support real estate agencies in 30 plus countries, have raised £30M plus in venture funding, and employ 275 plus people across four global hubs.

✨ Ready to join a fast growing company where your impact truly matters?

Apply now and let’s grow together.