At a Glance
- Tasks: Lead a dynamic product support team and enhance customer experience.
- Company: Fast-scaling SaaS company transforming operations with AI-driven tech.
- Benefits: Competitive salary, hybrid work model, and opportunities for professional growth.
- Other info: Join us to make a real impact on customer satisfaction and retention.
- 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.
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 Southampton employer: Areti Group | B Corp™
Join our dynamic and innovative team at a fast-scaling SaaS company in Southampton, where we prioritise employee growth and development. As a Product Support Lead, you'll enjoy a collaborative work culture that values your input and expertise, while benefiting from flexible hybrid working arrangements. With a focus on continuous improvement and the opportunity to shape our support function, this role offers a meaningful career path in a cutting-edge technology environment.
StudySmarter Expert Advice🤫
We think this is how you could land Product Support Lead in Southampton
✨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 lead a team effectively — we want to see your hands-on leadership skills shine!
✨Tip Number 3
Showcase your product knowledge! Familiarise yourself with our platform and be ready to discuss how you can improve user experience. This will demonstrate your commitment and understanding of what we do at StudySmarter.
✨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 Southampton
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 make it easy for us to read. Remember, this is a chance to showcase your written communication skills!
Highlight Your Technical Know-How:Since we're a SaaS company, it's crucial to demonstrate your understanding of tech support tools and processes. Mention any experience with platforms like Jira or Zendesk, and how you've used data to drive improvements in your previous roles.
Tailor Your Application to Us:Take a moment to research StudySmarter and our mission. Tailor your application to reflect how your values align with ours. This shows us that you're genuinely interested in joining our team and contributing to our growth!
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 familiarise yourself with the company's platform and its features. Prepare to discuss how you've handled complex issues in the past and how you can guide your team in resolving client queries effectively.
✨Showcase Your Leadership Skills
This role is all about leading a high-performing team. Be ready to share examples of how you've coached and supported your team in previous roles. Highlight your experience in maintaining quality and efficiency, and how you’ve implemented processes that empower your team to operate independently.
✨Be Data-Driven
Understanding metrics like response times and resolution rates is crucial. Come prepared to discuss how you've used data to drive improvements in your previous roles. This will show that you can analyse ticket data effectively and make informed decisions to enhance customer satisfaction.
✨Communicate Clearly and Adaptably
Excellent written communication is key for this position. Practice articulating your thoughts clearly and structure your responses during the interview. Be adaptable in your communication style, as you'll need to engage with different audiences, from your team to clients and other departments.
