Head of Customer Support

We're working with a growing UK-based SaaS business that provides a market-leading software platform to organisations across the visitor attractions, leisure and hospitality sectors. Their technology supports critical business operations, helping customers deliver exceptional experiences while managing complex day-to-day activities.

As part of their continued growth, they are now looking to appoint a Head of Customer Support to lead their customer-facing support function and play a key role in shaping the customer experience across the business.

This is a hands-on leadership role, ideal for an experienced customer support professional who enjoys developing people, improving processes and acting as the bridge between technical teams and customers.

About the opportunity:

You'll take ownership of the customer support operation, leading a team that provide frontline support, dedicated account assistance and customer onboarding services. Working closely with senior stakeholders across the business, you'll help drive service excellence while ensuring customer issues are resolved effectively and efficiently

Key responsibilities include:

Leading and developing customer support and onboarding teams
Managing customer escalations and ensuring timely resolution of complex issues
Acting as the key link between customers, support teams and engineering functions
Driving service improvements through process, systems and people development
Supporting key customer accounts and attending customer meetings when required
Monitoring team performance, coaching managers and supporting professional development
Establishing and maintaining high standards of customer service delivery
Identifying opportunities to improve support systems, workflows and operational efficiency
Working collaboratively with internal stakeholders to deliver an outstanding customer experienceWho we are looking for:

Experience leading customer support or customer success functions within a SaaS or software environment
A strong track record of managing and developing customer support teams
Experience handling customer escalations and supporting strategic customer relationships
The ability to translate technical information into clear, customer-focused solutions
Strong stakeholder management and communication skills
Experience driving service improvement initiatives and operational change
Experience supporting enterprise or large-scale customer accountsOn offer is:

£55,000-£65,000 salary
8% employer‑funded pension (no employee contribution)
Private healthcare
High‑impact role within a growing SaaS business
If you have the right attributes, skillset and feel you will be able to add value, then what are you waiting for...hit that apply button to find out more