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For Companies At a Glance
- Tasks: Lead and grow a support team, resolving complex customer issues.
- Company: Join a fast-scaling SaaS company focused on outstanding customer experiences.
- Benefits: Enjoy fully remote work and the chance to shape a dynamic team culture.
- Why this job: Be part of a customer-centric environment that values continuous improvement and innovation.
- Qualifications: Experience in SaaS support, strong problem-solving skills, and SQL knowledge required.
- Other info: This is a hands-on leadership role perfect for proactive communicators.
The predicted salary is between 48000 - 84000 £ per year.
Overview
Head of Support – Fully Remote (UK/Europe)
We’re looking for a Head of Support to lead and grow the support function at a fast-scaling SaaS company. This is a hands-on leadership role where you’ll combine your technical knowledge with people skills to deliver an outstanding customer experience.
What you’ll do
- Take ownership of the support team, driving best practices and scalable processes.
- Lead on second-line support, ensuring complex issues are resolved quickly and effectively.
- Work closely with product and engineering teams to identify recurring issues and improve customer outcomes.
- Use your SQL knowledge to investigate and resolve customer data queries.
- Build a culture of customer-centricity and continuous improvement within the support function.
What we’re looking for
- Proven experience in a SaaS environment, ideally leading customer or technical support teams.
- Strong second-line support background with solid problem-solving skills.
- Confidence with SQL to analyse and resolve customer issues.
- Leadership ability: able to mentor, motivate, and scale a small team into a high-performing function.
- A proactive communicator who thrives in a fully remote environment.
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Engineering and Consulting
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Support Engineer employer: Oho Group Ltd
Contact Detail:
Oho Group Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Engineer
✨Tip Number 1
Familiarise yourself with the latest trends in SaaS support. Understanding the current challenges and best practices in the industry will help you demonstrate your knowledge during interviews and discussions.
✨Tip Number 2
Network with professionals in the SaaS industry, especially those in support roles. Engaging with others can provide insights into the company culture and expectations, which can be invaluable when preparing for your interview.
✨Tip Number 3
Brush up on your SQL skills. Since the role requires confidence in SQL to resolve customer issues, being able to discuss specific examples of how you've used SQL in past roles will set you apart from other candidates.
✨Tip Number 4
Prepare to showcase your leadership style. Think of examples where you've successfully led a team or improved processes, as this will highlight your ability to mentor and motivate others in a remote environment.
We think you need these skills to ace Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in SaaS environments and any leadership roles you've held. Emphasise your problem-solving skills and familiarity with SQL, as these are key for the Support Engineer position.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer support and your ability to lead a team. Mention specific examples of how you've improved processes or resolved complex issues in previous roles.
Showcase Your Technical Skills: Be explicit about your technical knowledge, especially regarding SQL. Provide examples of how you've used SQL to resolve customer data queries or improve support outcomes in your past experiences.
Highlight Remote Work Experience: Since this role is fully remote, emphasise any previous remote work experience. Discuss how you effectively communicate and collaborate with teams in a virtual environment, showcasing your proactive communication skills.
How to prepare for a job interview at Oho Group Ltd
✨Showcase Your Leadership Skills
As a Head of Support, you'll need to demonstrate your ability to lead and motivate a team. Prepare examples from your past experiences where you've successfully managed a team, resolved conflicts, or implemented new processes that improved performance.
✨Demonstrate Technical Proficiency
Since the role requires strong technical knowledge, especially in SQL, be ready to discuss your experience with data queries. You might even be asked to solve a technical problem during the interview, so brush up on your SQL skills beforehand.
✨Emphasise Customer-Centricity
The company values a culture of customer-centricity. Be prepared to share specific examples of how you've put customers first in your previous roles, and how you plan to foster this culture within the support team.
✨Prepare for Remote Work Dynamics
As the position is fully remote, highlight your experience working in similar environments. Discuss how you maintain communication, collaboration, and productivity while working remotely, as this will be crucial for success in the role.
