Head of Customer Support

Why: Opportunity to transform the customer journey in an already very successful business

Industry: Software Sales into SMB

• Do you have experience in leading customer support / service / experience within a SaaS or FS business?
• Have you led a multi-channel support/success function in a high-volume environment?
• Are you a genuine change manager, able to transform and build the systems, process, culture and programmes needed for customer success?

The company are a leading technology business with over 15,000 customers. Award winning and with high customer retention, they are now looking for a head of customer support to help transform the customer journey post sale. Improving their already high customer retention whilst transforming how they engage, support and manage their customers. You will be inheriting the responsibility of multiple teams with a view to transform the delivery, systems, processes and culture as they look to build scalable process to support future growth plans.

From the support desk through to long-term customer health, you will take ownership of the functions that determine whether customers stay and thrive. Knowing whether customers are happy, helping to define the support offering, SLA's, assuring value and ROI and then continue to see high levels of support to build retention and advocacy. Equally a big part of this role will transformation of systems, processes, technology, tracking and reporting within the function.

This is a change and transformation role not a caretaker position. The current team and systems need to evolve, and the successful candidate will be expected to implement changes from day one. You will need to have been through a similar journey with a previous business where you can demonstrate implementing transformation change including systems, processes and people. These changes will allow the business to scale whilst improving the customer journey and delivering results with metrics to back it up.

• Own the strategy and day-to-day operations of all customer interaction post sale
• Define channel-specific SLAs, routing rules, and escalation paths
• Establish and measure customer satisfaction through NPS and CSAT across the lifecycle
• Put proactive monitoring and health-scoring in place to surface unhappy or at-risk customers early
• Establish how they measure whether customers are actually using the solutions and seeing value
• Drive adoption and value realisation so customers get full value and stay
• Lead, coach, and grow the teams
• Define team structure, staffing plans, and hiring roadmaps to support company growth over the coming years
• Establish individual performance frameworks: set clear KPIs per role (CSAT, NPS, SLA's, adoption, retention), run regular performance reviews, and create development paths
• Establish reporting and dashboards that make performance visible at individual, team, and company level

• Proven leadership of the post-sale customer journey in a high-volume business
• Proven experience of transforming customer experience within a company including changing process, systems, roles and teams
• Experience running multi-channel customer support and engagement with SLAs and performance metrics
• A track record of implementing and measuring customer satisfaction (NPS/CSAT)
• Experience using product usage and adoption data to drive proactive intervention and retention
• Experience designing and running customer training and enablement
• Strong command and preferably experience designing support/CS and CRM tooling
• Comfort developing knowledge bases for self-service and automated/AI-drafted answers
• People leadership credentials: coaching, performance frameworks, and hiring