At a Glance
- Tasks: Lead and transform global Customer Support for a dynamic SaaS company.
- Company: Aptitude, a forward-thinking tech firm in London.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Join a fast-paced environment with a focus on innovation and team development.
- Why this job: Make a real impact by enhancing customer experiences and driving operational excellence.
- Qualifications: Proven leadership in B2B SaaS support and strong analytical skills.
The predicted salary is between 70000 - 90000 £ per year.
Job Title
Head of Customer Support
Location
London (Hybrid with Minimum 2 days a week in the office)
Hours
- 37.5 hours per week including some weekends and bank holidays
- Overview
Aptitude is hiring a Head of Customer Support to transform and lead our global Customer Support function as the business continues its transition to Saa S and drives Fynapse-led growth.
As the owner of the global support operating model, including day-to-day support performance, customer escalation governance, and the continuous improvement agenda, you will leverage your proven experience to deliver faster, clearer, and more consistent outcomes for our enterprise customers.
The role requires hands-on leadership with the successful candidate inspecting operational detail, removing process friction, coaching and upskilling the team, strengthening the interface with Product and Engineering, and using data, automation, and AI selectively to improve service quality and scale.
As an experienced Head of Customer Support, you will bring enterprise B2B Saa S support experience, strong operational discipline, credible stakeholder management, and the ability to operate across complex customers, contractual SLAs, product defects, cloud operations, and global time zones.
Key Responsibilities
- Strategy & Operating Model
- Define and implement a global support strategy, operating model, and service framework aligned to business priorities.
- Establish clear roles, decision rights, escalation paths, and a continuous improvement roadmap.
- Support Delivery & Performance
- Own end-to-end support operations including SLAs, queue management, prioritisation, backlog health, and escalation handling.
- Drive improvements in response and resolution times, reducing backlog and ticket aging.
- Ensure consistent, high-quality customer communication across incidents, defects, and service updates.
- Cross-Functional Collaboration
- Partner with Product, Engineering, Cloud Operations, and Customer Success to resolve defects, manage releases, and address recurring issues.
- Strengthen feedback loops to ensure customer insights and root causes inform product and service improvements.
- Process, Tooling & Automation
- Optimise support processes, workflows, and tooling to improve efficiency and consistency.
- Leverage AI, automation, analytics, and self-service to enhance triage, routing, and knowledge management.
- Performance & Insight
- Implement a robust performance framework using metrics such as SLA attainment, response/resolution times, CSAT, backlog, and escalation trends.
- Translate support data into actionable insights and continuous improvement initiatives.
- People Leadership
- Build, lead, and develop a high-performing support team with strong technical, customer, and analytical capabilities.
- Foster a culture of accountability, ownership, and customer-centricity.
- Customer Experience & Cost Efficiency
- Act as an executive escalation point for critical issues.
- Reduce cost-to-serve while maintaining enterprise-grade service quality and customer trust.
Skills, knowledge and experience
Essential
- Proven leadership of enterprise B2B Saa S support teams managing complex products and high-value customers.
- Track record of transforming support operations, improving SLAs, reducing backlog, and enhancing resolution quality.
- Strong understanding of cross-functional support models across Product, Engineering, Cloud Operations, Customer Success, Services, and Commercial teams.
- Experience handling senior customer escalations with professionalism, structure, and clear communication.
- Strong analytical skills, with the ability to define metrics, identify trends, and drive root-cause improvements.
- Experience with support platforms such as Jira Service Management, Zendesk, Service Now, Salesforce Service Cloud, or similar.
- Demonstrated use of knowledge management, automation, self-service, and AI to improve support efficiency and scale.
- Excellent leadership, coaching, and team development capability.
- Strong written and verbal communication skills, including executive-level reporting and customer updates.
- Comfortable operating in a hands-on role spanning strategy, operations, and people leadership.
Desirable
- Experience with financial software, ERP, revenue management, or other mission-critical enterprise platforms.
- Experience supporting global customers across multiple time zones (including APAC and North America).
- Background in Saa S transformation, including migration from on-premise to cloud-based support models.
- Experience designing tiered support offerings, managed services, or premium support models.
- Experience working in organisations undergoing change, transformation, or rapid growth.
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StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Support in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at aptitudesoftware1. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like aptitudesoftware1 before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Support in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to aptitudesoftware1:Your cover letter is your chance to shine! Tell us why you want to work at aptitudesoftware1 specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at aptitudesoftware1!
How to prepare for a job interview at aptitudesoftware1
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
