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.
