Head of Customer Support

B2B SaaS - PropTech

Location: Hybrid – London Bridge or Manchester

Contract Type: Permanent

Salary: £55,000 - £65,000 depending on experience

Join a mission-driven company digitalising the property industry across Europe
Lead and scale support operations in a high-growth SaaS environment
Collaborate with cross-functional teams to deliver seamless customer experiences
Enjoy a comprehensive benefits package and a commitment to work-life balance
Be part of a passionate, diverse team dedicated to driving sustainability through technology

Our client, a trusted provider of SaaS solutions for the property industry, is seeking an experienced Head of Customer Support to lead their combined L1/L2 Support team.

The Company

With a presence in six European regions, our client serves over 13,000 customers and 18 million units. They are dedicated to connecting people, process, and property through innovative digital solutions. The company's mission is to help customers effectively manage and sustain properties while delivering superior digital experiences. They are committed to promoting a sustainable future, focusing on environmental, economic, and social dimensions, and leveraging technology to enable affordable housing and energy efficiency.

The Role

As the Head of Customer Support, you will play a pivotal role in driving a high-performance culture focused on response times, customer satisfaction, and first-contact resolution. You will collaborate with the Development team to manage escalations and problem resolution, while owning support operations, including ticketing tools, SLAs, processes, and reporting. This position is crucial in ensuring a seamless customer experience and fostering long-term relationships.

What you'll do

Lead and manage the combined L1/L2 Support team across multiple products
Drive a high-performance culture focused on response times, customer satisfaction, and first-contact resolution
Collaborate with the Development team to manage L3 escalations and problem resolution
Own support operations, including ticketing tools, SLAs, processes, and reporting
Implement and maintain a self-serve knowledge base and customer help content
Analyse trends to improve product stability and reduce repeat issues
Partner with Product, CS, and Professional Services teams to ensure a seamless customer experience
Develop onboarding, training, and quality monitoring for support team members
Build and maintain business continuity and succession planning as the business grows

What you'll have

Proven leadership experience in a SaaS and technical support environment
Experience with Zendesk, Salesforce Service Cloud, or similar ticketing platforms
Experience building and scaling support operations in high-growth environments
Operationally driven with experience managing KPIs and support tooling
Strong customer empathy and communication skills
Experience managing cross-functional relationships with Development and Product teams
Analytical mindset with the ability to identify patterns and drive improvements
Willing to manage hybrid teams in London and Manchester (if required)

Benefits

25 days of annual leave + public holidays
5% matching employer pension contribution
Private healthcare cover and cash plan
Employee Assistance Programme
Life Assurance (4x base salary)
Enhanced parental leave

Alongside a comprehensive benefits package, you'll be part of a passionate team driven by a shared mission to digitalise the property industry. Our client fosters a collaborative, inclusive culture that values work-life balance and invests in the growth and development of their employees.

Hera

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