Product Support Lead (Part-Time, 27.5 hrs/week)
Hybrid – Southampton-based (3 days in office)
Salary: £32,000 (for 27.5 hours/week)
We’re a fast-scaling SaaS company building AI‑driven technology that’s transforming how organisations operate. We’re growing quickly and looking for a Product Support Lead to shape and elevate our support function.
You’ll lead a small, high-performing team that’s the first point of contact for our users. This is a hands‑on leadership role — combining operational oversight, deep product knowledge, and a focus on continuous improvement.
What you’ll do
- Lead, coach and support a small product support team, ensuring consistent quality and fast, effective resolution of client queries.
- Act as the product expert — handling complex issues and providing guidance on platform functionality.
- Partner with Product, QA and Engineering to stay ahead of new releases, identify issues, and ensure feedback loops are tight.
- Oversee documentation and the Help Centre, keeping content accurate and useful.
- Analyse metrics such as response times, resolution rates and CSAT to drive improvements.
- Implement process and tooling enhancements that scale quality and efficiency.
- Maintain clear SOPs and ensure the team can operate independently with confidence.
What we’re looking for
Essential
- Proven experience leading or managing a product support or technical support team within SaaS or a tech‑first environment.
- Ability to quickly build deep product knowledge across complex, evolving platforms.
- Excellent written communication — clear, structured and adaptable to different audiences.
- Comfortable analysing ticket data and operational metrics to identify issues and improvements.
- Familiar with support tooling such as Jira Service Management, Zendesk or similar.
- Organised, proactive and hands‑on – equally confident rolling up your sleeves and thinking strategically.
Desirable
- Experience driving change or tooling migrations in a support setting.
- Understanding of how AI tools can enhance customer experience and team efficiency.
Why this role matters
This is an opportunity to define what great product support looks like in a fast‑moving SaaS business. You’ll have ownership to shape the function, improve the systems and processes behind it, and directly influence customer satisfaction and retention as we scale.