Head of Technical Support

Head of Technical Support, Manchester, £75,000 – £100,000 + BensWe’re working with an innovative AI tech scale-up to find them a new Head of Technical Support. They are well backed financial 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 teamOwn service performance, including SLAs, incident response, and escalationDrive improvements in tooling, ticket workflows, and customer satisfactionCollaborate across Product, Engineering and Sales to share insights and fix root causesAnalyse support metrics and feedback to inform roadmap decisionsExperience needed:5+ years leading support in a SaaS or cloud-first tech environmentExperience managing distributed or remote teamsStrong working knowledge of AWS, Azure, or GCPClear communicator with a focus on customer outcomesConfident with CRMs, ticketing systems and service analyticsWhy this is an amazing opportunity:£75,000 – £100,000 salary + share options & great bensA purpose-led & flexible working environmentWork with next-gen AI tools & alongside talented peopleWorking within a fast-paced, innovative environmentIf 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!