Head of Customer Support

We're seeking to recruit a Head of Customer Support to lead the delivery and performance of our Customer Support operations at Pinnacle, reporting to the Customer Services Director.

Pinnacle is a leading Sage and Acumatica solutions partner and contracted support provider across the UK and Ireland. With a team of over 180 employees spread across offices and remote locations in the UK and Ireland we support nearly 2,000 customers, including the largest Sage 200 customer base in the UKI. Our recurring license revenue depends heavily on the high-quality service we provide, making our Support offering a cornerstone of our success.

In this key leadership role, you’ll manage one of our largest departments, ensuring we consistently meet SLA targets and quality metrics while delivering exceptional customer experiences. You’ll be accountable for outcomes measured through NPS and CSAT, and instrumental in driving customer retention. We’re looking for a leader, who can foster a customer-first mindset, champion continuous improvement, empower team growth, and drive a transformation which integrates SaaS best practices into daily operations.

Key Responsibilities

Team Leadership & Development

• Lead a multi-site and hybrid support function, establishing a coaching culture which develops a high-performing support team of 50+ highly skilled consultants across multiple products.
• Build a positive team culture where learning, development, accountability and customer focus thrive, coming together to deliver an extraordinary service to customers and a world class eNPS outcome.
• Establish clear goals and performance expectations/objectives which deliver against and exceed customer requirements – supporting all colleagues in achieving productivity and customer satisfaction targets, through regular one to one sessions and performance reviews.
• Manage team resources and organisation design, balancing budget requirements with an uncompromising drive to deliver excellence – using your experience to drive efficiencies without degrading service.
• As Pinnacle is a highly acquisitive business, you will successfully integrate new teams with diverse skills, guiding them through evolving ways of working while preserving and strengthening a positive culture and retaining the newly acquired colleagues and customer base.
• Recruit and develop talent into the team which continues to grow our capability and retains headcount models at a level required to deliver exceptional customer experiences.

Customer Experience Excellence

• Ensure all customer support interactions are managed with care, efficiency, and technical excellence, setting out a new standard for consistent quality adherence across the teams.
• You will map the customer journey, identifying pain points and WOW moments as the voice of the customer internally, feeding insights into product, operations, and leadership teams.
• You’ll maintain and improve key service metrics such as CSAT, tNPS, time to resolution, Customer Effort (CES) and externally facing SLA adherence.
• You will understand the key drivers of customer attrition, ensuring that customer retention is front and centre in your decision making as you ‘put the customer first’.
• You’ll manage client escalations as necessary actively managing potential detractors at risk of leaving to become positive ambassadors for the brand.

Service Transformation

• Define the next evolution of the support vision and goals, with a focus on shifting from a reactive to proactive support model, aiding in shifting the mindset of support being a cost-centre to a value-driver.
• Define the ‘Go-To’ structure of support, defining roles, skill requirements and tools with a roadmap for successful achievement.
• You will implement a strategy of knowledge-centred practices both internally and externally which empowers customers and colleagues to self-service and drive automation of low-value touch points.
• You’ll assess tooling requirements, adopting technology (including exploring AI opportunities) to develop a ‘future-fit’ service provision for Pinnacle and our customers

Cross-Functional Collaboration

• Work closely with Product, Engineering, and Commercial teams to ensure customer feedback translates into product/service improvements.
• Work closely with Professional Services, Customer Account Management and Customer Success teams to ensure the seamless transition of customers from and to live project implementations.
• Partner with finance and contracts teams to ensure adherence to support contract budgets and budgeted headcount.
• Partner with People/HR teams to support team growth, hiring, onboarding, and ongoing development of our people – our most important asset.

Working at Pinnacle!

If you want to join a company who are people first we want to hear from you!

The Ideal candidate

Business Experience

You’re a people-focused leader with a strong operational mindset and a passion for great service. You know how to get the best out of experienced support professionals, and you’re always looking for ways to enhance the customer and employee experience.

Essential Skills & Experience

• Proven experience leading a medium sized (50+ seat) technical or customer support team across multiple sites, ideally within a B2B environment – consistently delivering high eNPS results.
• Experience of leading customer support teams in a software/managed IT Services environment with often larger complex solutions.
• Deep experience of implementing and workings of customer support platforms such as Zendesk, Salesforce Service Cloud, Freshdesk, or similar and a track record of transformative improvements in services following their adoption.
• Demonstrable ability to coach and develop team members at all levels – supporting the achievement of their personal and professional goals.
• Attention to detail is essential, you’ll have strong analytical and reporting skills – comfortable using data to support decision making and influence change.
• Exceptional communication and stakeholder management skills. Lead from the front, you’ll be highly visible, communicating with transparency and consistency to build genuine connections with your teams.

Nice to Have!

• Exposure to continuous improvement methodologies such as Lean, Six Sigma, or ITIL.
• Familiarity with scaling customer support operations during business growth or transformation, particularly in an acquisitive environment.
• A deep understanding of how tooling and AI can be proactively utilised in a support environment to drive efficiencies and improvements in customer service delivery.