At a Glance
- Tasks: Lead a dynamic product support team and resolve client queries effectively.
- Company: Join a fast-growing, climate-positive SaaS business in the HR tech space.
- Benefits: Part-time hours, competitive salary, and a hybrid work model.
- Other info: Be part of a mission-driven company focused on people and the planet.
- Why this job: Shape the future of product support and enhance customer satisfaction.
- Qualifications: Experience in leading support teams and analysing operational metrics.
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 Southampton 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 work culture, offering opportunities for professional development and the chance to make a meaningful impact in the HR technology space.
StudySmarter Expert Advice🤫
We think this is how you could land Product Support Lead - Global SaaS Business in Southampton
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those working at companies you're interested in. A friendly chat can lead to insider info and even referrals that could land you an interview.
✨Tip Number 2
Prepare for interviews by researching the company and its products. Understand their mission and values, and think about how your experience aligns with their goals. This will help you stand out as a candidate who truly gets what they're about.
✨Tip Number 3
Practice your problem-solving skills! Since this role involves handling complex issues, be ready to showcase your analytical thinking during interviews. Use real-life examples to demonstrate how you've tackled challenges in the past.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can keep you fresh in their minds and show your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re the perfect fit for their team.
We think you need these skills to ace Product Support Lead - Global SaaS Business 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 resolved complex issues in the past. We want to know what makes you tick and why you're excited about this role.
Tailor Your Application:Make sure to customise your application to highlight your experience in SaaS or tech-first environments. We love seeing candidates who can connect their skills directly to what we do at StudySmarter, so don’t hold back on showcasing relevant achievements!
Be Clear and Concise:We appreciate excellent written communication, so keep your application clear and structured. Avoid jargon unless it’s necessary, and make sure your points are easy to follow. Remember, we’re looking for someone who can communicate effectively with different audiences!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen to join our team at StudySmarter!
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’re looking for.
✨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 a team, especially in a tech environment. Highlight how you’ve driven improvements and maintained high standards in product support.
✨Be Data-Driven
Familiarise yourself with key metrics 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 will show that you can analyse operational metrics effectively and drive change based on insights.
✨Prepare Questions About Continuous Improvement
Think about what continuous improvement means in a product support context. Prepare insightful questions about their current processes and how they envision enhancing customer experience. This shows your proactive mindset and genuine interest in shaping the function as they scale.
