At a Glance
- Tasks: Lead a product support team, resolve client queries, and improve processes.
- Company: Fast-growing SaaS business focused on HR technology.
- Benefits: Part-time role with competitive salary and hybrid work model.
- Other info: Join a mission-driven company prioritising people and the planet.
- Why this job: Shape the future of product support in a dynamic tech environment.
- Qualifications: Experience in leading 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 Southampton employer: Areti Group | B CorpTM
Areti is an exceptional employer that prioritises both employee growth and a positive work culture, making it an ideal place for those looking to thrive in the fast-paced SaaS industry. With a commitment to sustainability and a climate-positive mission, employees enjoy a supportive environment that encourages innovation and collaboration, alongside opportunities for professional development. The hybrid working model in Southampton allows for a balanced work-life integration, ensuring that team members can contribute effectively while enjoying the flexibility they need.
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, attend events, 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 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! As a Product Support Lead, you'll need to tackle complex issues. Use mock scenarios to demonstrate your analytical thinking and how you’d handle real-life challenges during interviews.
✨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 at Areti.
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 love seeing candidates who are genuinely excited about making a difference.
Tailor Your Application:Make sure to customise your application to highlight your experience with SaaS and tech environments. Use keywords from the job description to show that you understand what we're looking for. This helps us see how you fit into our team!
Be Clear and Concise:We appreciate clear communication, so keep your application structured and to the point. Avoid jargon unless it's relevant, and make sure your writing is easy to follow. This will showcase your excellent written communication skills right from the start!
Apply Through Our Website:Don't forget to apply 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 you're proactive and know how to navigate the digital landscape, which is key in a SaaS business.
How to prepare for a job interview at Areti Group | B CorpTM
✨Know the Product Inside Out
Before your interview, make sure you dive deep into the product and its functionalities. Understand how it solves user problems and be ready to discuss specific features. This will show that you're not just interested in the role but also 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 teams in the past, focusing on coaching and supporting team members. Highlight any experiences where you improved team performance or resolved conflicts.
✨Be Data-Driven
Familiarise yourself with key metrics like response times and resolution rates. Be prepared to discuss how you've used data to drive improvements in previous roles. This will demonstrate your analytical skills and your ability to enhance customer satisfaction through informed decisions.
✨Prepare for Scenario Questions
Expect questions that put you in real-life scenarios, such as handling a complex client query or implementing a new support tool. Think through your approach to these situations beforehand, showcasing your problem-solving skills and strategic thinking.
