Description:
You’ll shape and execute the strategy for our support services. Transform a small, talented internal team into a world-class, enterprise-grade 24/7 operation. This is a rare chance to build a function from the ground up while maintaining daily ownership of delivery, leadership, and customer satisfaction.
What You’ll Be Doing:
- Design and scale a hybrid support model (in-house + outsourced 1st line) for round-the-clock global coverage.
- Lead, mentor, and grow the internal team, fostering a high-performance and customer-first culture.
- Set up scalable processes, KPIs, SLAs, tooling, and knowledge management to ensure operational excellence.
- Build a technical customer community in collaboration with Marketing to drive product advocacy.
- Act as the escalation point for major incidents and complex customer issues, partnering with Product and Engineering teams.
- Constantly improve CSAT, NPS, first-response and resolution metrics - championing exceptional customer experiences at scale.
What We’re Looking For:
- Proven leadership in scaling support teams in fast-growth cyber security SaaS company or companies
- Track record of designing or running a hybrid (in-house & outsourced) global support function.
- Deep understanding of enterprise customer needs, with a laser focus on SLAs, responsiveness, and technical quality.
- Hands-on familiarity with CRM, service desk tools (e.g., HubSpot, Jira) and support KPIs.
- Excellent communicator, mentor, and cross-functional collaborator with credibility at engineering, product, and exec level.
- A technical mindset with enough depth to understand complex software support challenges.
Bonus if you bring:
- Understanding of, or experience implementing ITIL or equivalent
- A background in SaaS or Cloud-Based Software
- Knowledge of support models spanning multiple time zones
Benefits:
- Healthcare Cashplan
- 25 Days Holiday
- Remote Working (UK Based)
- Enhanced Pension
- Flexible working hours
- Partner discounts across named brands