Back
Head of Customer Support - B2B SaaS / Technology
Full-time
Head of Customer Support - B2B SaaS
Permanent
Location: London / South East - Hybrid and remote working
Travel: One week per month in Oslo, plus occasional travel to Sofia
Key Skills: B2B SaaS, Customer Support Leadership, Zendesk, ITIL Service Management, SLA & KPI Management
The Opportunity
We are recruiting a Head of Customer Support for a growing international B2B SaaS organisation that provides digital technology solutions to enterprise and public-sector customers.
This is a high-profile leadership role with responsibility for developing a scalable, commercially aware customer support function across two countries.
The successful candidate will define what excellent B2B support looks like, strengthen the existing operating model and ensure customer service is fully connected to the wider business. You will work closely with Product, Sales, Engineering and Operations to improve customer outcomes, protect strategic accounts and demonstrate the value delivered by the support function.
We are looking for a confident and decisive leader who communicates clearly, makes informed decisions and turns ideas into measurable improvements.
The Role
You will lead and develop customer support teams operating across multiple geographical locations, creating a consistent and high-quality experience for B2B customers.
You will introduce clearer service-management practices, optimise Zendesk, strengthen the use of operational data and develop a multi-tier support model that provides the right level of service to different customer groups.
A key part of the role will be moving the function beyond reactive ticket handling. You will use customer insight, automation and AI to improve productivity, identify recurring issues and create measurable value for customers and the wider business.
Key Responsibilities
Lead and develop a B2B customer support function operating across two countries.
Define and embed a clear vision for excellent customer support.
Design, implement and continuously improve a Tier 1, Tier 2 and Tier 3 support model.
Apply ITIL service-management principles across incident, problem, change and continuous improvement activity.
Optimise Zendesk, including ticket routing, workflows, reporting, automation and knowledge management.
Establish meaningful KPIs covering SLAs, response times, resolution times, escalations, customer satisfaction and service quality.
Use data and operational insight to identify trends, remove bottlenecks and improve customer outcomes.
Identify practical opportunities to use AI and automation within customer support and demonstrate the value achieved.
Lead, coach and develop regional support leads and support professionals.
Manage resource planning, team capacity and service coverage across multiple locations.
Act as a senior escalation point for strategic B2B customers and critical service incidents.
Build strong working relationships with Product, Sales, Engineering, Customer Success and Operations.
Ensure customer feedback and support data influence product priorities and commercial decisions.
Communicate service performance, risks and improvement plans clearly to senior stakeholders.
Skills and Experience Required
Significant experience leading a customer support or service-management function within a
B2B environment
A strong background in B2B SaaS, software, technology or IT services.
Experience managing teams across at least two locations, countries or geographical regions.
Strong knowledge and active use of ITIL service-management practices.
Hands-on experience using and improving Zendesk within a customer support operation.
Experience designing, restructuring or scaling a multi-tier support model.
A track record of improving SLAs, customer satisfaction, service quality and operational performance.
Strong analytical skills, with evidence of using data to make decisions and measure results.
Experience using AI, automation or self-service capabilities to improve customer support.
Evidence of working effectively with Product and Sales teams and influencing wider business outcomes.
Strong people leadership skills, including coaching, performance management and organisational change.
A confident, concise and decisive communication style.
The ability to engage credibly with senior stakeholders and strategic B2B customers.
