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For Companies At a Glance
- Tasks: Lead and redefine global support operations for a rapidly scaling connectivity platform.
- Company: Join a mission-driven company making mobile connectivity affordable worldwide.
- Benefits: Enjoy fully remote work, competitive salary, and great corporate perks.
- Why this job: Make a significant impact while working with an international team in a fast-paced environment.
- Qualifications: Proven experience in leading global support teams, especially in SaaS or telecoms.
- Other info: This is a permanent role with opportunities for growth and innovation.
The predicted salary is between 48000 - 72000 £ per year.
Job Description
?? Fully Remote | Permanent | Competitive Salary + Benefits
A rapidly scaling connectivity platform is seeking a Head of Support to lead and redefine its global support function. The company's mission is to make seamless, affordable mobile connectivity available to businesses and their customers worldwide, and this role will be key to delivering that vision at scale.
The Role
The Head of Support will set the strategic direction for global support operations while ensuring world-class partner and customer experience. This position combines leadership with hands-on technical operations, optimising processes, tooling and workflows to support rapid growth.
Key responsibilities include:
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Leading and scaling a distributed team of 1st line agents and external support partners, with dotted-line oversight of 2nd line engineers
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Redefining support operations to align with growth, scalability and customer satisfaction objectives
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Partnering with Product, Data and Customer Success teams in a cloud-native environment
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Optimising support tooling, workflows and SLAs, including automation, integrations and reporting
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Driving continuous improvement and proactive customer support across all channels
Requirements
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Proven experience leading and scaling global support teams in SaaS, telecoms or connectivity sectors
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Strong technical understanding of support operations and tooling (e.g. Zendesk, Intercom, Salesforce, Jira)
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Experience collaborating with product and engineering teams to align support with product development
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A track record of driving measurable improvements in customer satisfaction and operational efficiency
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Comfortable working in a fast-paced, high-growth, fully remote environment
Why Join
This role offers the opportunity to work fully remote with an international team, lead a global support function, and make a significant impact on the scalability and success of a disruptive player in mobile connectivity.
Apply now with your CV and let's start the conversation.
Head of Support employer: NonStop Consulting Ltd
Contact Detail:
NonStop Consulting Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Support
✨Tip Number 1
Familiarise yourself with the latest trends in support operations, especially in SaaS and telecoms. Understanding the tools like Zendesk and Salesforce will not only help you in interviews but also show your commitment to the role.
✨Tip Number 2
Network with professionals in the connectivity and support sectors. Engaging with industry leaders on platforms like LinkedIn can provide insights into the challenges they face and how you can contribute to overcoming them.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven improvements in customer satisfaction and operational efficiency in previous roles. Having quantifiable results ready will make a strong impression during discussions.
✨Tip Number 4
Showcase your leadership style and experience in scaling teams. Be ready to explain how you would approach leading a distributed team and optimising workflows in a fast-paced environment, as this is crucial for the Head of Support role.
We think you need these skills to ace Head of Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in leading support teams, particularly in SaaS or telecoms. Use specific examples that demonstrate your ability to drive customer satisfaction and operational efficiency.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the company's mission of providing affordable mobile connectivity. Discuss how your leadership style and technical expertise align with the role's requirements and the company's goals.
Showcase Technical Proficiency: Mention your familiarity with support tools like Zendesk, Intercom, Salesforce, and Jira. Provide examples of how you've optimised workflows and processes in previous roles to enhance support operations.
Highlight Collaboration Skills: Emphasise your experience working with product and engineering teams. Detail how you have successfully aligned support functions with product development to improve customer experiences and operational outcomes.
How to prepare for a job interview at NonStop Consulting Ltd
✨Showcase Your Leadership Experience
As a Head of Support, you'll need to demonstrate your ability to lead and scale teams. Prepare examples from your past roles where you've successfully managed support teams, highlighting any specific strategies you implemented to improve performance and customer satisfaction.
✨Understand the Technical Tools
Familiarise yourself with the support tools mentioned in the job description, such as Zendesk, Intercom, Salesforce, and Jira. Be ready to discuss how you've used these tools in previous roles to optimise support operations and enhance customer experience.
✨Emphasise Collaboration Skills
This role requires close collaboration with product and engineering teams. Prepare to discuss instances where you've worked cross-functionally to align support with product development, and how that positively impacted customer satisfaction.
✨Prepare for a Fast-Paced Environment
Given the company's rapid growth, it's crucial to convey your comfort in fast-paced settings. Share experiences where you've thrived under pressure, adapted quickly to changes, and maintained high standards of service delivery.
