Head of Technical Support

The Company

• Rapidly scaling SaaS business delivering mission-critical risk and safety solutions to the biggest names in their market sector.
• Grown significantly & quickly through acquisition, combining multiple specialist platforms into one evolving product suite.
• A passionate, culture with strong domain expertise who are now investing in their leadership to drive scalable structure and process maturity.

The Opportunity

This is a hands-on leadership role for someone who enjoys building, coaching, and improving, with the autonomy to make a real impact.

Join as a pivotal Support Team Lead, leading a team of 10, owning the performance, structure, and development of a 24/7, 365 UK-based support function operating across multiple products.

Following significant growth, the business is now focused on improving internal processes, communication, and scalability – you’ll be key to this!

• Optimise Zendesk a well as the integration with Jira.
• Identify where AI might be able to support operational efficiency and take the lead on implementation.
• Dive into the data and drive KPI performance.
• Strengthening collaboration with Product, CS and other key teams.
• Coach, enable and inspire your team!

Alongside leadership, you’ll stay close to the detail — handling higher-level queries, supporting configuration changes, and helping the team navigate complex technical challenges across a multi-product environment.

The Ideal Candidate

• Proven experience leading or mentoring within a SaaS support or technical operations environment (Team Lead, Manager, or Senior level)
• Strong technical understanding; comfortable working across complex products, integrations, or APIs
• Experience operating beyond 1st line support, with exposure to more advanced troubleshooting and customer scenarios
• Confident working with data & able to assess performance, identify trends, and drive improvements
• Strong people leadership skills, with a focus on coaching, development, and improving team morale
• Comfortable operating in a scale-up or evolving environment where processes are still being built
• Resilient, adaptable, and confident handling challenging conversations with both customers and internal stakeholders
• Experience in regulated, compliance-led, or operationally critical environments is beneficial.

The Package

• £55k – £70k base.
• Flexible hybrid setup with offices in central and Greater London.
• Increased pension contributions.
• Private health plan.
• Life insurance.
• 35 days holiday + bank holidays!
• L&D budget.
• Access to onsite gym facilities at the Central London office

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