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- Tasks: Lead and evolve a unified support function for a fast-growing tech company.
- Company: Giraffe360, a breakthrough camera technology company transforming real estate content creation.
- Benefits: Competitive salary, hybrid working, 25 days leave, private health insurance, and career progression.
- Why this job: Make a real impact in a dynamic environment while shaping customer experience.
- Qualifications: Experience in leading complex support functions and strong people leadership skills.
- Other info: Join a collaborative team with exciting growth opportunities and regular socials.
The predicted salary is between 60000 - 80000 £ per year.
We’re growing - and we’d love you to grow with us. Giraffe360 is looking for a Head of Unified Support to lead the next phase of our support function, creating a more unified, scalable model that supports our growth. This is a key leadership role. Giraffe360 already has a fantastic agentic support team, bringing together a lean human agent team, with AI based support & triage maintaining a 95%+ CSAT score & great customer feedback, with team leadership in place.
We are looking to build out a widened support function, bringing together project & processing support, hardware & bug fixes to create a more joined up experience, and help shape how support works in a scaling tech business. You’ll play a big part in ensuring our support function is efficient, connected across multiple disciplines, built for global delivery and covering the client’s entire Giraffe360 pipeline. That means improving how issues are handled, spotting patterns and opportunities, and helping us turn support into a real driver of customer experience and product improvement.
This role would suit someone who enjoys working at pace, is comfortable with change, and can combine strategic thinking with a hands on approach.
What you’ll be doing:
- Lead and evolve a unified support function that delivers a seamless experience across project & processing support, hardware & bug fixes & collaborating with our agentic team.
- Build scalable processes, tools and ways of working that improve service and reduce friction.
- Use data and insight to improve performance, identify root causes and drive smarter decision-making.
- Lead, coach and develop a high-performing team with clear standards and strong accountability.
- Act as a senior point of escalation for complex or business-critical issues.
- Help shape a support model that works for a fast-growing, product-led company, across a growing number of geographies.
- Drive continuous improvement across service, systems, automation and self-service.
- Partner across teams to ensure support is connected, commercially aware and aligned to business priorities.
What we’re looking for:
- Experience leading complex support outside of purely agentic, ticket focused systems with experience in service delivery or operations in a tech, SaaS or product-led business.
- An interest in photography, imaging technology, or experience supporting media generation or machine learning-driven products at scale.
- A track record of building or improving support functions & systems in a growing company.
- Strong experience working cross-functionally and with geographically distributed teams.
- Sound judgement and a practical, problem-solving mindset.
- Confidence using metrics, trends and operational insight to improve performance.
- Strong people leadership skills, with the ability to build trust, raise standards and create momentum.
- Someone flexible, adaptable and comfortable working in a business where things move quickly.
- Someone who can travel to our offices in Latvia and be flexible with contracted hours on occasion, as we transition to a 24-hour global support function.
About you:
You’re proactive, organised, and enjoy working in a fast paced environment where priorities can change and initiative is valued. You’re someone people enjoy working with, approachable, dependable, and calm under pressure. You don’t wait to be told what to do. You spot what needs doing and get on with it.
You’ll thrive here if you’re:
- A builder, not just a manager.
- Energised by growth, pace and change.
- Low ego, high ownership.
- Curious and solutions focused.
- Confident making decisions in ambiguity.
- Passionate about creating a great customer experience while building something scalable behind the scenes.
We don’t micromanage. We hire people we trust.
What we offer:
- Competitive salary with bonus opportunities.
- Hybrid working – 2 days per week in our Ancoats city-centre office (Mondays & Thursdays).
- 25 days annual leave plus bank holidays.
- Paid day off for your Birthday.
- Enhanced parental leave and pay.
- Private Health Insurance.
- Regular team socials and events.
- Training, development, and genuine career progression opportunities.
About Giraffe360:
Giraffe360 is a breakthrough camera technology company transforming how real estate content is created. Our all in one device combines high accuracy LiDAR and SLR photography to produce stunning visuals and precise floor plans, all at the push of a button. Recognised as one of Europe’s Top 100 PropTech solutions, we support real estate agencies in 30 plus countries, have raised £30M plus in venture funding, and employ 275 plus people across four global hubs.
Ready to join a fast growing company where your impact truly matters? Apply now and let’s grow together.
Head of Unified Support in Manchester employer: Giraffe360
Contact Detail:
Giraffe360 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Unified Support in Manchester
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those at Giraffe360. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for the interview by researching the company culture and values. Show us how your experience aligns with our mission and how you can contribute to our growth.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills can help us build a unified support function. Keep it concise and focus on the impact you can make.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank you email can leave a lasting impression and show us you're genuinely interested in joining our team.
We think you need these skills to ace Head of Unified Support in Manchester
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Head of Unified Support role. Highlight your experience in leading support functions and how you can contribute to our growth at Giraffe360.
Showcase Your Leadership Skills: We want to see how you've built or improved support teams in the past. Share specific examples of how you've led teams, driven performance, and created a positive customer experience.
Be Data-Driven: Since this role involves using metrics to improve performance, include any relevant data or insights from your previous roles. Show us how you've used data to make decisions and drive improvements.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity at Giraffe360!
How to prepare for a job interview at Giraffe360
✨Know the Company Inside Out
Before your interview, dive deep into Giraffe360's mission, values, and recent achievements. Understanding their unique camera technology and how it transforms real estate content will show your genuine interest and help you connect your experience to their goals.
✨Showcase Your Leadership Style
As a Head of Unified Support, you'll need to demonstrate your leadership skills. Prepare examples of how you've built or improved support functions in the past, focusing on your ability to lead teams through change and drive performance improvements.
✨Be Data-Driven
Giraffe360 values insight-driven decision-making. Come prepared with examples of how you've used metrics and trends to identify root causes and improve service delivery. This will highlight your analytical mindset and problem-solving abilities.
✨Emphasise Adaptability and Growth Mindset
In a fast-paced environment like Giraffe360, adaptability is key. Share experiences where you've thrived in changing situations, showcasing your proactive approach and eagerness to embrace growth and innovation within a tech-driven landscape.