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 real impact.
- Benefits: Part-time hours, competitive salary, hybrid work model, and a chance to shape the future.
- Other info: Opportunity for growth in a rapidly scaling business focused on innovation.
- Why this job: Be a key player in defining exceptional product support and driving meaningful 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.
Product Support Lead - Global SaaS Business in Portsmouth employer: Areti Group | B Corp™
Areti Group is an exceptional employer that prioritises both employee growth and environmental sustainability. With a hybrid work model based in Southampton, employees enjoy a flexible schedule while being part of a dynamic, fast-growing SaaS business that values innovation and collaboration. The company fosters a supportive culture where team members are empowered to lead initiatives, drive improvements, and make a meaningful impact on customer satisfaction and retention.
StudySmarter Expert Advice🤫
We think this is how you could land Product Support Lead - Global SaaS Business in Portsmouth
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend meetups, and connect on LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its products inside out. We want you to be able to speak confidently about how your skills align with their needs, especially in a fast-paced SaaS environment like Areti.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Think of examples where you’ve tackled complex issues or improved processes. We love seeing candidates who can think on their feet and bring fresh ideas to the table!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we’re always looking for passionate individuals who want to make a difference in the tech space.
We think you need these skills to ace Product Support Lead - Global SaaS Business in Portsmouth
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Product Support Lead role. Highlight your experience in leading support teams and your familiarity with SaaS environments. We want to see how your skills align with what we're looking for!
Show Off Your Communication Skills:Since excellent written communication is key for this role, ensure your application is clear, structured, and free of jargon. Use straightforward language that showcases your ability to adapt to different audiences – we love a good communicator!
Demonstrate Your Problem-Solving Skills:In your application, share examples of how you've tackled complex issues in previous roles. We’re keen to see your analytical side, so don’t shy away from discussing metrics or improvements you’ve driven in past positions.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to keep track of your application and ensures you don’t miss out on any important updates. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at Areti Group | B Corp™
✨Know the Product Inside Out
Before your interview, make sure you dive deep into the product and its features. Understand how it works, what problems it solves, and be ready to discuss specific functionalities. This will show that you're not just interested in the role but are genuinely passionate about the product.
✨Showcase Your Leadership Skills
As a Product Support Lead, you'll be managing a small team. Prepare examples of how you've successfully led or coached teams in the past. Highlight your ability to resolve conflicts, motivate others, and ensure high-quality support. This will demonstrate your readiness for the role.
✨Familiarise Yourself with Support Tools
Since the role involves using tools like Jira Service Management or Zendesk, brush up on your knowledge of these platforms. If you have experience with them, be prepared to discuss how you've used them to improve support processes or customer satisfaction.
✨Prepare for Metrics Discussion
The job requires analysing metrics like response times and resolution rates. Be ready to talk about how you've used data to drive improvements in previous roles. Think of specific examples where your analysis led to tangible changes in support operations.
