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- Tasks: Lead and inspire a support team while optimising processes and driving performance.
- Company: Rapidly growing SaaS business delivering essential risk and safety solutions.
- Benefits: Competitive salary, flexible hybrid work, generous holiday, and health benefits.
- Why this job: Make a real impact in a dynamic environment with opportunities for growth.
- Qualifications: Experience in SaaS support leadership and strong technical understanding required.
- Other info: Join a passionate culture focused on innovation and collaboration.
The predicted salary is between 45000 - 55000 £ per year.
The Company is a rapidly scaling SaaS business delivering mission-critical risk and safety solutions to the biggest names in their market sector. They have grown significantly and quickly through acquisition, combining multiple specialist platforms into one evolving product suite. The company has a passionate culture with strong domain expertise and is now investing in their leadership to drive scalable structure and process maturity.
The Opportunity is a hands-on leadership role for someone who enjoys building, coaching, and improving, with the autonomy to make a real impact. Join as a pivotal Support Team Lead, leading a team of 10, owning the performance, structure, and development of a 24/7, 365 UK-based support function operating across multiple products. Following significant growth, the business is now focused on improving internal processes, communication, and scalability – you’ll be key to this! Optimise Zendesk as well as the integration with Jira. Identify where AI might be able to support operational efficiency and take the lead on implementation. Dive into the data and drive KPI performance. Strengthen collaboration with Product, CS, and other key teams. Coach, enable, and inspire your team! Alongside leadership, you’ll stay close to the detail — handling higher-level queries, supporting configuration changes, and helping the team navigate complex technical challenges across a multi-product environment.
The Ideal Candidate will have proven experience leading or mentoring within a SaaS support or technical operations environment (Team Lead, Manager, or Senior level). They should possess a strong technical understanding; be comfortable working across complex products, integrations, or APIs. Experience operating beyond 1st line support, with exposure to more advanced troubleshooting and customer scenarios is essential. The candidate should be confident working with data, able to assess performance, identify trends, and drive improvements. Strong people leadership skills, with a focus on coaching, development, and improving team morale are required. They should be comfortable operating in a scale-up or evolving environment where processes are still being built. Resilience, adaptability, and confidence in handling challenging conversations with both customers and internal stakeholders are important. Experience in regulated, compliance-led, or operationally critical environments is beneficial.
The Package includes a salary of £45k - £55k base, a flexible hybrid setup with offices in central and Greater London, increased pension contributions, a private health plan, life insurance, 35 days holiday plus bank holidays, an L&D budget, and access to onsite gym facilities at the Central London office.
Support Lead in City of London employer: Abr Talent L Customer Success Recruitment For Start-Up & Scale-Up Saas Businesses
Contact Detail:
Abr Talent L Customer Success Recruitment For Start-Up & Scale-Up Saas Businesses Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Lead in City of London
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or at industry events. Ask them about their experiences and the company culture – it’s a great way to get insider info and show your genuine interest.
✨Tip Number 2
Prepare for the interview by diving deep into the company’s products and services. Understand how they integrate with tools like Zendesk and Jira. This will help you speak their language and demonstrate your technical know-how.
✨Tip Number 3
Showcase your leadership skills during interviews. Share specific examples of how you’ve coached teams or improved processes in previous roles. They want to see that you can inspire and develop others while driving performance.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your enthusiasm for the role can set you apart from other candidates. Plus, it shows you’re proactive and genuinely interested in joining their team.
We think you need these skills to ace Support Lead in City of London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in SaaS support and leadership. We want to see how your skills align with our mission-critical solutions and the specific role of Support Team Lead.
Showcase Your Technical Skills: Don’t shy away from detailing your technical expertise, especially with tools like Zendesk and Jira. We’re looking for someone who can dive into complex products and integrations, so let us know how you’ve tackled similar challenges before!
Highlight Your Leadership Style: We value strong people leadership skills, so share examples of how you’ve coached and inspired your team in the past. Show us how you can improve team morale and drive performance – we want to see your passion for developing others!
Be Authentic: Let your personality shine through! We’re a passionate culture, so don’t hesitate to express your enthusiasm for the role and how you can contribute to our evolving product suite. Apply through our website and show us what makes you unique!
How to prepare for a job interview at Abr Talent L Customer Success Recruitment For Start-Up & Scale-Up Saas Businesses
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around SaaS support and the specific products the company offers. Familiarise yourself with Zendesk and Jira, as well as any relevant integrations or APIs. This will show that you're not just a leader but also someone who understands the nitty-gritty of the role.
✨Showcase Your Leadership Style
Prepare to discuss your approach to coaching and developing teams. Think of examples where you've inspired your team or improved morale. The company is looking for someone who can lead by example, so be ready to share how you handle challenging conversations and foster collaboration.
✨Data-Driven Mindset
Since the role involves diving into data and driving KPI performance, come prepared with examples of how you've used data to identify trends and implement improvements in previous roles. This will demonstrate your analytical skills and your ability to make informed decisions.
✨Adaptability is Key
The company is in a scaling phase, so highlight your experience in evolving environments. Share stories about how you've successfully navigated change and helped build processes from the ground up. This will show that you're resilient and can thrive in a fast-paced setting.