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