Head of Technical Support

Head of Technical Support, Manchester, £75,000 – £100,000 + Bens

We’re working with an innovative AI tech scale-up to find them a new Head of Technical Support. They are well backed financial with a clear growth plan, this disruptive technology company blends machine learning with practical application—enabling their clients to enhance safety, reduce risk, and operate more intelligently. With expansion already underway and a proven product, they’re now looking for a Technical Support Leader to elevate their customer experience at scale.

The new Head of Technical Support will grow and lead a new support team, shaping scalable processes, and ensuring every technical interaction is fast, frictionless, and high impact.

Role highlights:

• Lead and coach a high-performing technical support team
• Own service performance, including SLAs, incident response, and escalation
• Drive improvements in tooling, ticket workflows, and customer satisfaction
• Collaborate across Product, Engineering and Sales to share insights and fix root causes
• Analyse support metrics and feedback to inform roadmap decisions

Experience needed:

• 5+ years leading support in a SaaS or cloud-first tech environment
• Experience managing distributed or remote teams
• Strong working knowledge of AWS, Azure, or GCP
• Clear communicator with a focus on customer outcomes
• Confident with CRMs, ticketing systems and service analytics

Why this is an amazing opportunity:

• £75,000 – £100,000 salary + share options & great bens
• A purpose-led & flexible working environment
• Work with next-gen AI tools & alongside talented people
• Working within a fast-paced, innovative environment

If you have experience of leading high-performing Technical Support teams and enjoy the pace of working within an innovative scale-up environment, please apply with a copy of your CV ASAP!