At a Glance
- Tasks: Lead a dynamic product support team and enhance customer satisfaction.
- Company: Fast-scaling SaaS company transforming operations with AI-driven technology.
- Benefits: Competitive salary, hybrid work model, and opportunities for professional growth.
- Other info: Join us to make a real impact on customer experience and team efficiency.
- Why this job: Shape the future of product support in a rapidly growing tech environment.
- Qualifications: Experience in leading support teams and strong communication skills.
The predicted salary is between 32000 - 32000 € per year.
Part-Time, 27.5 hrs/week
Hybrid – Southampton-based (3 days in office)
Salary: £32,000 (for 27.5 hours/week)
We’re a fast-scaling SaaS company building AI‑driven technology that’s transforming how organisations operate. We’re growing quickly and looking for a Product Support Lead to shape and elevate our support function.
You’ll lead a small, high-performing team that’s the first point of contact for our users. This is a hands‑on leadership role — combining operational oversight, deep product knowledge, and a focus on continuous improvement.
What you’ll do
- Lead, coach and support a small product support team, ensuring consistent quality and fast, effective resolution of client queries.
- Act as the product expert — handling complex issues and providing guidance on platform functionality.
- Partner with Product, QA and Engineering to stay ahead of new releases, identify issues, and ensure feedback loops are tight.
- Oversee documentation and the Help Centre, keeping content accurate and useful.
- Analyse metrics such as response times, resolution rates and CSAT to drive improvements.
- Implement process and tooling enhancements that scale quality and efficiency.
- Maintain clear SOPs and ensure the team can operate independently with confidence.
What we’re looking for
Essential
- Proven experience leading or managing a product support or technical support team within SaaS or a tech‑first environment.
- Ability to quickly build deep product knowledge across complex, evolving platforms.
- Excellent written communication — clear, structured and adaptable to different audiences.
- Comfortable analysing ticket data and operational metrics to identify issues and improvements.
- Familiar with support tooling such as Jira Service Management, Zendesk or similar.
- Organised, proactive and hands‑on – equally confident rolling up your sleeves and thinking strategically.
Desirable
- Experience driving change or tooling migrations in a support setting.
- Understanding of how AI tools can enhance customer experience and team efficiency.
Why this role matters
This is an opportunity to define what great product support looks like in a fast‑moving SaaS business. You’ll have ownership to shape the function, improve the systems and processes behind it, and directly influence customer satisfaction and retention as we scale.
Locations
Product Support Lead in Hampshire, Portsmouth employer: Areti Group | B Corp™
As a fast-scaling SaaS company based in Southampton, we pride ourselves on fostering a dynamic and inclusive work culture that prioritises employee growth and innovation. Our hybrid working model allows for flexibility while our commitment to continuous improvement ensures that you will have the opportunity to lead a high-performing team and make a tangible impact on customer satisfaction. Join us to be part of a forward-thinking organisation where your contributions are valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Product Support Lead in Hampshire, Portsmouth
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at local meetups. We all know that sometimes it’s not just what you know, but who you know that can help you land that Product Support Lead role.
✨Tip Number 2
Prepare for the interview by diving deep into our product. Familiarise yourself with our platform and think about how you can improve user experience. We want to see your passion for our tech and how you can lead a team to support it!
✨Tip Number 3
Showcase your leadership skills during the interview. Share examples of how you've coached teams in the past and improved processes. We’re looking for someone who can inspire and elevate our support function, so let that shine through!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Product Support Lead in Hampshire, Portsmouth
Some tips for your application 🫡
Show Your Passion for Product Support:When writing your application, let us see your enthusiasm for product support! Share specific examples of how you've led teams or tackled complex issues in the past. We want to know what drives you and how you can bring that energy to our team.
Be Clear and Structured:We love clear communication, so make sure your application is well-organised. Use headings, bullet points, and concise paragraphs to make it easy for us to read. Remember, this is your chance to showcase your excellent written skills!
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to the Product Support Lead role. Highlight your relevant experience with SaaS and any tools like Jira or Zendesk that you’ve used. Show us why you’re the perfect fit!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our fast-scaling team at StudySmarter!
How to prepare for a job interview at Areti Group | B Corp™
✨Know Your Product Inside Out
As a Product Support Lead, you'll need to demonstrate deep product knowledge. Before the interview, take time to explore the company's platform thoroughly. Familiarise yourself with its features, common issues, and recent updates. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
This role involves leading a small team, so be prepared to discuss your leadership style. Think of examples where you've successfully coached or supported team members. Highlight how you ensure quality and efficiency in a support setting, as this will resonate well with the interviewers.
✨Prepare for Data-Driven Discussions
Since analysing metrics is key to this role, brush up on your experience with operational metrics like response times and resolution rates. Be ready to discuss how you've used data to drive improvements in previous roles. This shows that you can think strategically while being hands-on.
✨Engage with the Interviewers
Interviews are a two-way street! Prepare thoughtful questions about the company's support function and how they envision the role evolving. This not only demonstrates your interest but also gives you insights into their expectations and culture, helping you assess if it's the right fit for you.
