Product Support & Enablement Lead in Glasgow

About CultureSuite
CultureSuite is a product-led company building the leading digital platform for the arts, culture and entertainment sectors. Our product powers websites and digital experiences for theatres, concert halls, festivals and venues across Europe, the UK, the US and Australia.

We don’t just hand over a login and wish clients luck. We design, implement and launch every client’s website with them, and then help their teams get the most from it for years afterwards. That second part is where you come in. Product Support & Enablement is a new team that sits between Customer Success and our implementation team, and it owns every client question, every training session and every guide that helps venues run their digital presence with confidence.

• Lead a team of Product Support & Enablement Specialists across Europe and US hours: plan the week, set priorities, coach and grow them.
• Own the helpdesk: triage, SLA response times and updates, ticket ownership and escalations, ensuring clear communication and follow-up even when second-line specialists or R&D are involved.
• Lead and actively participate in our 24/7 critical incident response, overseeing alerts, escalations and handovers, with occasional out-of-hours involvement.
• Build and deliver a structured client training programme, from onboarding and refreshers to webinars, recordings and practical exercises.
• Proactively identify where clients struggle or underuse the platform, and turn those insights into better guidance, training and self-service resources.
• Work closely with our Community Lead to turn client questions, experiences and best practices into useful guides, videos, community content and learning opportunities.
• Work closely with Customer Success on broader client concerns and opportunities to improve adoption, and with R&D on recurring issues and product feedback.
• Continuously improve how we deliver support and enablement, including our processes, tooling and knowledge sharing, making both more effective and scalable.
• Encourage the team to use AI tooling to improve support, training and knowledge sharing, making our work more efficient and scalable.

• Experience leading a support, enablement or training team (two or more people) in a SaaS company.
• Calm, warm and direct communication, especially with clients who are having a bad day.
• You design training and documentation, not just deliver it.
• Comfort with helpdesk tools, SLAs and support metrics.
• Curiosity about how things work: you enjoy digging into systems and learning them in depth, and you’ll do a lot of that with our platform.

• Experience in arts, culture or live events, especially at a ticketing vendor (Tessitura, Spektrix, Tixly, Ovatic and similar) or in a venue's box office or marketing team.
• Can speak Dutch and/or Spanish.

• You'd rather fix the process than answer the same question for the tenth time.
• You light up when a confused client suddenly "gets it".
• You lead from the front: you'll take a tricky ticket or run a training alongside your team.
• You like building something new. The playbook isn't written yet.

• Help form a brand-new team, as well as its processes and tools.
• Work with cultural venues you want to visit.

• 4+ years in customer support, enablement or training, including at least 2 years leading a team of two or more people.
• A track record of building a training programme, knowledge base or help centre, not only maintaining one.
• Hands-on experience with a helpdesk platform (Freshdesk, Zendesk, HubSpot Service or similar) and working to SLAs and support metrics such as first response time, resolution time and customer satisfaction.
• Experience handling critical incidents or escalations, and willingness to join an incident rota with occasional out-of-hours involvement.
• Native or fully fluent English, written and spoken.
• Based in the UK, with the right to work in the UK.
• Able to adapt work across time zones occasionally, with daily overlap with colleagues globally.
• Able to travel occasionally to client sites and team meetups (mainly UK and Netherlands).

• A small (but fast-growing), collaborative team where your work is visible and your voice is heard
• The chance to help shape how cultural organisations connect with their audiences digitally
• Remote working, with opportunities to travel to client sites and team meetups.
• A laptop at your disposal (which can be used privately as well)
• Participation in the pension programme
• In addition, CultureSuite has an arrangement to flexibly schedule all public holidays as days off at other times

The interview process
We know interviews take energy, so we’ve tried to make our process clear, respectful of your time, and genuinely two-way; we’re working out if we’re right for each other, not just testing you.

A relaxed 20–30 minute video call with someone from the team. No trick questions, no pressure. We’ll tell you more about CultureSuite, your wider team and the role. You can ask us anything. The goal is simply to get to know one another and make sure there’s a good fit.

A more in-depth session with leadership (~60 minutes total). A conversation that covers: your experience, how you work, what you’re looking for, and any questions you have for us.

A 30 minute session with your immediate team. A chance to finalise any questions you have and a more in depth view of what day-to-day life looks like at CultureSuite.

To apply
Please send (in English) a CV, a cover letter about why you think you might be a great fit at CultureSuite via the portal in the job ad.