About the opportunity

You'll take ownership of the customer support operation, leading a team that provides frontline support and dedicated account. 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 the customer support team
• Establishing and maintaining high standards of customer service
• Managing customer escalations and resolving complex issues quickly
• Acting as the link between customers, the support team and engineering
• Driving service improvements across processes, systems and workflows, including greater use of automation and AI
• Supporting key accounts and joining customer meetings when needed
• Overseeing team performance and helping people grow professionally
• Working collaboratively with colleagues across the business to deliver an outstanding customer experience

Who we are looking for:

• Experience leading a customer support or customer success function in a SaaS company
• A track record of managing and developing support teams
• Confidence handling escalations and supporting strategic customer relationships
• The ability to translate technical detail into clear, practical solutions for customers
• Strong stakeholder management, with clear written and verbal communication
• A history of driving service improvements and operational change
• Familiarity with the Intercom (Fin) helpdesk platform

On offer is:

• £55,000–£65,000 salary
• 8% employer-funded pension
• Private healthcare
• High-impact role within a growing SaaS business