At a Glance
- Tasks: Lead and enhance customer support operations across multiple countries in a dynamic SaaS environment.
- Company: Join Inspera, a global leader in digital assessment technology.
- Benefits: Remote work flexibility, competitive salary, and opportunities for professional growth.
- Other info: Opportunity to transform support functions in a growing global business.
- Why this job: Shape the future of customer support and make a real impact on user experience.
- Qualifications: Proven leadership in B2B customer support with strong people management skills.
The predicted salary is between 60000 - 80000 £ per year.
Inspera is a global B2B SaaS organisation providing digital assessment technology to education institutions, awarding bodies and enterprise customers. As we continue to evolve our customer support function, we are looking for an experienced Head of Customer Support to lead and improve our B2B support operations across two core operating countries.
This is a senior leadership role for someone who can define what excellent customer support looks like in a B2B SaaS environment, build a scalable multi-tier support model, and use data, coaching and process improvement to raise standards across the team.
The Role
As Head of Customer Support, you will be responsible for leading support operations across multiple locations, ensuring customers receive a consistent, high-quality service. You will design and improve support processes, introduce clear performance metrics, manage SLAs, and develop the team from a reactive ticket-handling function into a proactive, customer-focused support operation.
This role would suit someone who has led customer support, service desk, helpdesk or service delivery teams in a B2B SaaS, software, IT or technology environment.
Key Responsibilities
- Lead and develop the customer support function across two operating countries.
- Define what excellent B2B customer service looks like for Inspera and embed this across the team.
- Design, implement and improve a multi-tier support model, such as Tier 1, Tier 2 and Tier 3 support.
- Establish clear KPIs and performance metrics, including response times, resolution times, SLA achievement, escalation rates and customer satisfaction.
- Use ticketing data and operational insight to identify bottlenecks, improve workflows and drive continuous improvement.
- Optimise support tools such as Zendesk, Jira Service Management, Freshdesk, Salesforce Service Cloud or similar.
- Coach, mentor and develop regional support leads and support agents.
- Manage team performance, workload, resource planning and cross-country coverage.
- Act as an escalation point for high-value B2B customers and critical service incidents.
- Work closely with Product, Engineering, Revenue and Operations teams to improve customer outcomes.
Skills and Experience Required
- Experience leading a customer support, service desk, helpdesk or service delivery function in a B2B environment.
- Background in SaaS, software, IT services or technology-led customer support.
- Experience managing SLAs, KPIs, escalations and customer satisfaction metrics.
- Proven ability to improve, restructure or scale a support function.
- Experience managing multi-tier support models.
- Strong people leadership skills, including coaching, performance management and team development.
- Experience working with ticketing, CRM or service management tools.
- Strong stakeholder management skills, including the ability to communicate clearly with senior internal stakeholders and high-value customers.
- Comfortable working across more than one location, region or country.
Desirable Experience
- Previous experience in a B2B SaaS business.
- Experience supporting enterprise customers or strategically important accounts.
- ITIL Foundation or similar service management certification.
- Experience with Zendesk, Jira Service Management, Salesforce Service Cloud, Freshdesk or similar tools.
- A track record of customer service transformation or support model redesign.
The Opportunity
This is an opportunity to take ownership of an important customer support function within a growing global SaaS business. You will have the scope to shape the support model, improve service quality, introduce better reporting and metrics, and develop a team that plays a critical role in the customer experience. If you are an experienced customer support leader with a strong B2B mindset and a passion for building high-performing teams, we would be keen to hear from you.
Head of Customer Support in Bournemouth employer: Inspera
Inspera is an exceptional employer that values innovation and excellence in customer support within the B2B SaaS sector. With a remote working model complemented by monthly travel to Oslo, employees enjoy flexibility while being part of a dynamic team dedicated to continuous improvement and professional growth. The company fosters a collaborative work culture, offering ample opportunities for leadership development and the chance to shape the future of customer service in a global context.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Support in Bournemouth
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Inspera. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Inspera before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Support in Bournemouth
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Inspera:Your cover letter is your chance to shine! Tell us why you want to work at Inspera specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Inspera!
How to prepare for a job interview at Inspera
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
