At a Glance
- Tasks: Lead and transform global Customer Support for a SaaS business.
- Company: Aptitude Software, a forward-thinking tech company in London.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Join a dynamic team focused on continuous improvement and operational excellence.
- Why this job: Make a real impact by enhancing customer experiences and driving innovation.
- Qualifications: Proven experience in B2B SaaS support and strong leadership skills.
The predicted salary is between 80000 - 100000 £ per year.
Aptitude is hiring a Head of Customer Support to transform and lead our global Customer Support function as the business continues its transition to SaaS and drives Fynapse-led growth.
As the owner of the global support operating model, which will include day-to-day support performance, customer escalation governance, and the continuous improvement agenda, you will use your proven track record of experience to deliver faster, clearer, and more consistent outcomes for our enterprise customers.
The depth of expertise you have gained in similar roles will be a real asset in this hands-on leadership role with the successful candidate bringing their knowledge and experience to inspect operational detail, remove process friction, coach and upskill the team, strengthen the interface with Product and Engineering, and use data, automation, and AI selectively to improve service quality and scale.
As an experienced Head of Customer Support, you will bring your enterprise B2B SaaS support experience, strong operational discipline, credible stakeholder management, and demonstrate an ability to operate across complex customers, contractual SLAs, product defects, cloud operations, and global time zones.
Key Responsibilities
- Strategy
