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For Companies At a Glance
- Tasks: Lead and scale customer support functions, ensuring a fast, developer-first experience.
- Company: Join Cloudsmith, a dynamic Series B startup focused on innovative software solutions.
- Benefits: Competitive salary, equity, health insurance, flexible working, and professional development budget.
- Why this job: Shape the future of customer support and enhance developer experiences in a growing tech environment.
- Qualifications: 5-10 years in SaaS support or engineering roles, with team management experience.
- Other info: Work in a supportive, trust-centric culture with opportunities for travel and growth.
The predicted salary is between 36000 - 60000 £ per year.
Overview
Head of Customer Support role based in Belfast, UK or London, UK, reporting to the Senior Director, Customer Success. We are seeking a hands-on leader to own and scale Cloudsmith’s support and customer engineering functions and to ensure a fast, efficient, developer-first experience as part of the broader Customer Success team.
The Role
As the Head of Customer Support, you’ll own and scale Cloudsmith’s support engineering function, making it fast, efficient, and customer-focused. You’ll lead the teams that solve problems, build tools, and power the customer journey from onboarding to long-term success, with a focus on enterprise-scale support and technical enablement.
You’ll champion customer needs, inform product decisions, and create the foundation for long-term growth and loyalty, partnering with Onboarding, Adoption, and Value delivery initiatives to keep developer experience at the heart of our strategy.
Key Responsibilities
- Set and achieve support KPIs (response time, resolution rate, CSAT)
- Manage support operations, tooling, and experience
- Oversee hiring, coaching, and performance across your teams
- Build repeatable processes to improve response quality and speed
- Work with Product Management on roadmap prioritization for integrations and tools we support
- Ensure documentation and workflows are up to date and efficient
- Drive proactive improvements based on support trends
Required Experience, Qualities & Skills
- 5-10 years in support or engineering roles in SaaS
- 2-5 years growing and managing teams
- Significant experience working with technical software products or developer tooling
- Familiar with tooling such as Zendesk, Linear, Intercom, HelpDocs
- Clear technical understanding of how software products work
- Eagerness to learn and ability to admit what you don’t know
- Strong operational mindset – you like fixing problems, not just symptoms
- Deeply passionate about your craft
- Willingness to travel as required
- Eligible to work in the UK without sponsorship
Impact & Opportunity
This role offers the chance to shape how we deliver support at scale, improve the developer experience, and drive customer satisfaction across the entire lifecycle. Your work will directly impact how organizations control and secure their software supply chains.
Growth & Development
You will have an opportunity to learn new skills alongside colleagues. We support professional development with budgets for equipment, training, books, conferences, travel, and certifications. The more you grow, the better for all of us.
Benefits, Location & Work Environment
Note: You must be based in Ireland or the United Kingdom and have the right to work without sponsorship.
Headlines
- A position based in Ireland or the United Kingdom
- Competitive compensation package, including equity
- Comprehensive health, dental, and vision insurance
- Generous annual leave and flexible working policies
- Professional development budget for conferences and training
- Dynamic, innovative, trust-centric and supportive environment
- Opportunity to shape a fast-growing Series B startup (and beyond)
- Regular travel for team meetings and events may be required
Health & Wellness
We care about the health and wellness of our staff and their families and offer flexible family-friendly policies in addition to generous leave and wellbeing benefits.
Hybrid / Remote First
Cloudsmith is headquartered in Belfast and supports remote work; occasional in-person activities and offsites occur, with Slack as our main collaboration tool.
Equal Opportunity
Cloudsmith is an equal-opportunity employer that welcomes applicants from diverse backgrounds. We do not discriminate on age, religion, sexual orientation, citizenship, military service, or health conditions. We will not tolerate discrimination of any kind.
The Final Word
We’re looking for someone who can balance strategic thinking with hands-on execution, build a high-performing support and engineering organisation, and roll up their sleeves when needed. If you’re excited to shape foundational customer-facing experiences with lasting impact on the software industry from today until IPO and beyond, we want to hear from you.
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Head of Customer Support employer: Cloudsmith
Contact Detail:
Cloudsmith Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Support
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We want to see you genuinely interested, so know what makes Cloudsmith tick and how you can contribute!
✨Tip Number 3
Showcase your skills through real-life examples. When discussing your experience, highlight specific situations where you made a difference, especially in customer support or engineering roles.
✨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 serious about joining our team.
We think you need these skills to ace Head of Customer Support
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Head of Customer Support role. Highlight your experience in support or engineering roles, especially in SaaS, and showcase how you've led teams to success.
Showcase Your Passion: We want to see your enthusiasm for customer support and technical enablement. Share examples of how you've championed customer needs and improved developer experiences in your previous roles.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language to describe your achievements and skills, making it easy for us to see why you’re a great fit for the role.
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 this exciting opportunity.
How to prepare for a job interview at Cloudsmith
✨Know Your Stuff
Make sure you have a solid understanding of Cloudsmith’s products and the technical aspects of customer support. Brush up on SaaS principles and be ready to discuss how you've tackled similar challenges in previous roles.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in managing teams and driving performance. Think about specific KPIs you've set and achieved, and how you’ve fostered a culture of continuous improvement within your teams.
✨Be Customer-Centric
Demonstrate your passion for customer success by sharing stories where you’ve gone above and beyond to enhance the customer experience. Be ready to discuss how you would champion customer needs at Cloudsmith.
✨Ask Insightful Questions
Prepare thoughtful questions that show your interest in the role and the company. Inquire about their current support processes, tools they use, and how they envision the future of customer support at Cloudsmith.
