At a Glance
- Tasks: Lead a dynamic product support team and resolve client queries effectively.
- 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 a fast-paced environment with a focus on innovation and improvement.
- Why this job: Shape the future of product support and directly impact customer satisfaction.
- Qualifications: Experience in leading support teams and strong communication skills required.
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.
Product Support Lead in 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 rewarded.
StudySmarter Expert Advice🤫
We think this is how you could land Product Support Lead in Portsmouth
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend meetups, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to product support. Think about how you’d handle complex issues and be ready to showcase your problem-solving skills.
✨Tip Number 3
Showcase your passion for the product! Research our company’s AI-driven technology and be ready to discuss how you can contribute to enhancing customer experience and team efficiency.
✨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, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Product Support Lead in 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 makes you tick and why you're excited about this role.
Be Clear and Structured:We love clear communication, so make sure your application is well-organised. Use headings, bullet points, and concise paragraphs to highlight your experience and skills. This will help us quickly see how you fit into our team!
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. Mention specific tools like Jira or Zendesk that you’ve used, and how they relate to the job description. It shows us you’re serious about joining StudySmarter.
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and it helps us keep track of all applications. Plus, you’ll get to see more about our company culture and values while you’re at it!
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. Make sure you understand the ins and outs of the technology and how it benefits users. Familiarise yourself with common issues and solutions so you can speak confidently about them during the interview.
✨Showcase Your Leadership Skills
This role involves leading a team, so be prepared to discuss your leadership style and experiences. Share specific examples of how you've coached or supported a team in the past, and how you’ve driven improvements in a support setting. Highlight your ability to motivate and empower others.
✨Prepare for Metrics Discussion
Since analysing metrics is key to this role, brush up on relevant data points like response times and resolution rates. Be ready to discuss how you've used data to identify issues and implement improvements in previous roles. This shows you're not just hands-on but also strategic.
✨Demonstrate Your Problem-Solving Skills
Expect to face hypothetical scenarios or case studies during the interview. Practice articulating your thought process when tackling complex issues. Show how you would approach problem-solving, especially in a fast-paced environment, and how you would ensure your team operates independently.
