At a Glance
- Tasks: Lead a dynamic product support team and enhance customer satisfaction in a fast-paced SaaS environment.
- Company: Join Areti, a climate-positive tech recruitment company making a difference.
- Benefits: Part-time hours, competitive salary, hybrid work model, and a chance to shape the future.
- Other info: Opportunity for personal growth in a rapidly scaling tech business.
- Why this job: Be a key player in defining exceptional product support and driving impactful change.
- Qualifications: Experience in leading product support teams and strong analytical skills.
The predicted salary is between 32000 - 32000 € per year.
Part-Time – 27.5 hours per week. Hybrid – Southampton (3 days in office). Salary – £32,000 per annum.
Areti are recruiting for a part-time Product Support Lead to join a fast-growing, Series-A-backed SaaS business operating in the HR / workforce technology space. This is an exciting opportunity to join a company scaling rapidly and delivering a modern, data-driven platform used by global organisations.
You’ll be a key figure in a small, high-performing team that’s the first point of contact for users. This is a hands-on 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 (2 Engineers), ensuring consistent quality and fast, effective resolution of client queries.
- Act as the product ambassador, 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.
Essential Experience:
- Proven experience leading or managing product support or technical support team within SaaS or a tech-first environment.
- Ability to quickly build deep product knowledge across complex, evolving platforms.
- 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.
- Excellent written communication, clear, structured and adaptable to different audiences.
Desirable Experience:
- 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.
Areti Group – Climate Positive Tech Recruitment We’re on a mission to put people and the planet before profit, leaving the world in a better place than we found it.
Locations
Product Support Lead - Global SaaS Business in Hampshire, Portsmouth employer: Areti Group | B Corp™
Areti is an exceptional employer that prioritises both employee growth and environmental sustainability, making it a unique place to work in the heart of Southampton. With a strong focus on a collaborative and innovative work culture, employees are empowered to take ownership of their roles while contributing to meaningful projects that impact global organisations. The hybrid working model and commitment to continuous improvement ensure that team members can thrive both personally and professionally in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Product Support Lead - Global SaaS Business in Hampshire, Portsmouth
✨Tip Number 1
Get to know the company inside out! Research Areti and their SaaS platform. Understanding their mission and values will help you connect with the team during interviews and show that you're genuinely interested.
✨Tip Number 2
Practice your problem-solving skills! Since you'll be handling complex issues, think of examples from your past experiences where you've resolved tricky situations. This will demonstrate your capability to lead and support the team effectively.
✨Tip Number 3
Network like a pro! Reach out to current or former employees on LinkedIn. They can provide insights into the company culture and what it’s really like to work there, plus it might give you an edge in the application process.
✨Tip Number 4
Don’t forget to showcase your analytical skills! Be ready to discuss how you've used metrics to drive improvements in previous roles. This is key for the Product Support Lead position, so make sure it shines through in your conversations.
We think you need these skills to ace Product Support Lead - Global SaaS Business 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 resolved complex issues in the past. We love candidates who can demonstrate their commitment to delivering top-notch customer experiences.
Tailor Your Application:Make sure to customise your application to highlight your relevant experience in SaaS or tech environments. We want to see how your skills align with our needs, so don’t be shy about showcasing your knowledge of support tools like Jira or Zendesk!
Be Clear and Concise:Your written communication skills are crucial for this role, so keep your application clear and structured. Use bullet points where appropriate and avoid jargon unless it’s necessary. We appreciate straightforwardness and clarity!
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 us you’re proactive and keen to join our team!
How to prepare for a job interview at Areti Group | B Corp™
✨Know Your Product Inside Out
Before the interview, make sure you have a solid understanding of the product and its features. Dive into the platform, explore its functionalities, and think about how it addresses user needs. This will help you demonstrate your product knowledge and show that you're ready to be the product ambassador they need.
✨Showcase Your Leadership Skills
Since this role involves leading a small team, be prepared to discuss your leadership style and experiences. Think of specific examples where you've successfully coached or supported team members, and how you’ve handled complex issues. This will highlight your ability to lead and inspire others in a fast-paced environment.
✨Prepare for Data-Driven Discussions
The job requires analysing metrics like response times and resolution rates. Brush up on your analytical skills and be ready to discuss how you've used data to drive improvements in previous roles. Bring examples of how you've identified issues and implemented changes based on your findings.
✨Communicate Clearly and Adaptably
Excellent written communication is key for this position. Practice articulating your thoughts clearly and concisely. You might even want to prepare a few scenarios where you had to adapt your communication style for different audiences, as this will show your versatility and understanding of user needs.
