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- Tasks: Lead and coach a high-performing technical support team to enhance customer experience.
- Company: Join an innovative AI tech scale-up focused on safety and intelligent operations.
- Benefits: Enjoy a competitive salary, share options, and a flexible working environment.
- Why this job: Be part of a fast-paced, purpose-led company using next-gen AI tools.
- Qualifications: 5+ years in SaaS support, strong knowledge of AWS or Azure, and excellent communication skills.
- Other info: Opportunity to shape scalable processes and collaborate across teams.
The predicted salary is between 75000 - 100000 £ per year.
We’re working with an innovative AI tech scale-up to find them a new Head of Technical Support. They are well backed financially with a clear growth plan. This disruptive technology company blends machine learning with practical application—enabling their clients to enhance safety, reduce risk, and operate more intelligently. With expansion already underway and a proven product, they’re now looking for a Technical Support Leader to elevate their customer experience at scale.
The new Head of Technical Support will grow and lead a new support team, shaping scalable processes, and ensuring every technical interaction is fast, frictionless, and high impact.
Role highlights:
- Lead and coach a high-performing technical support team
- Own service performance, including SLAs, incident response, and escalation
- Drive improvements in tooling, ticket workflows, and customer satisfaction
- Collaborate across Product, Engineering and Sales to share insights and fix root causes
- Analyse support metrics and feedback to inform roadmap decisions
Experience needed:
- 5+ years leading support in a SaaS or cloud-first tech environment
- Experience managing distributed or remote teams
- Strong working knowledge of AWS, Azure, or GCP
- Clear communicator with a focus on customer outcomes
- Confident with CRMs, ticketing systems and service analytics
Why this is an amazing opportunity:
- £75,000 - £100,000 salary + share options & great benefits
- A purpose-led & flexible working environment
- Work with next-gen AI tools & alongside talented people
- Working within a fast-paced, innovative environment
If you have experience of leading high-performing Technical Support teams and enjoy the pace of working within an innovative scale-up environment, please apply with a copy of your CV ASAP!
Head of Technical Support employer: Career Wallet
Contact Detail:
Career Wallet Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Technical Support
✨Tip Number 1
Familiarise yourself with the latest trends in AI and machine learning, as this role is within a tech scale-up that blends these technologies. Being able to discuss recent advancements or case studies during your interview will show your passion and understanding of the industry.
✨Tip Number 2
Prepare to demonstrate your leadership style and how you've successfully managed remote teams in the past. Think of specific examples where you improved team performance or customer satisfaction, as this will resonate well with the hiring managers.
✨Tip Number 3
Brush up on your knowledge of AWS, Azure, or GCP, as these platforms are crucial for the role. Be ready to discuss how you've used these technologies in previous positions to enhance technical support processes.
✨Tip Number 4
Network with professionals in the SaaS and cloud tech space, especially those who have experience in technical support roles. Engaging with them can provide insights into the company culture and expectations, which can be invaluable during your application process.
We think you need these skills to ace Head of Technical Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in leading technical support teams, especially in SaaS or cloud-first environments. Emphasise your achievements in improving customer satisfaction and service performance.
Craft a Compelling Cover Letter: Write a cover letter that showcases your leadership style and how it aligns with the company's innovative culture. Mention specific examples of how you've driven improvements in support processes and team performance.
Highlight Relevant Skills: In your application, clearly outline your strong working knowledge of AWS, Azure, or GCP, as well as your experience with CRMs and ticketing systems. This will demonstrate your technical proficiency and suitability for the role.
Showcase Communication Skills: Since clear communication is key for this role, provide examples in your application of how you've effectively communicated with cross-functional teams to resolve issues and enhance customer outcomes.
How to prepare for a job interview at Career Wallet
✨Showcase Your Leadership Skills
As a Head of Technical Support, you'll need to demonstrate your ability to lead and coach a team. Prepare examples of how you've successfully managed teams in the past, focusing on your leadership style and the impact it had on team performance.
✨Understand the Tech Stack
Familiarise yourself with AWS, Azure, or GCP, as well as any relevant ticketing systems and CRMs. Being able to discuss these technologies confidently will show that you have the technical knowledge necessary for the role.
✨Emphasise Customer Outcomes
This role focuses heavily on customer satisfaction. Be ready to discuss how you've improved customer experiences in previous roles, including specific metrics or feedback that highlight your success in driving positive outcomes.
✨Prepare for Collaboration Questions
Since the position requires collaboration across various departments, think of examples where you've worked with Product, Engineering, or Sales teams. Highlight how you shared insights and resolved issues together to improve service delivery.
