At a Glance
- Tasks: Lead and evolve application support, driving strategy and customer satisfaction.
- Company: High-growth tech organisation with a focus on innovation.
- Benefits: Competitive salary, bonus, hybrid work, and comprehensive benefits.
- Other info: Opportunity to build and mentor high-performing teams with excellent career growth.
- Why this job: Transform support operations and make a real impact in a dynamic environment.
- Qualifications: Experience in application support leadership within fast-paced startups or scale-ups.
The predicted salary is between 90000 - 90000 € per year.
Location: Cambridge/London - Hybrid
Salary: Competitive + Bonus + Benefits
The Opportunity
We’re partnering with a high-growth, technology-driven organisation to appoint an experienced Application Support Manager / Director. This is a pivotal leadership role for someone who thrives in fast-paced, evolving environments and has a proven track record of building, transforming, and scaling application support functions from the ground up.
If you’ve cut your teeth in a startup or scale-up—particularly within SaaS or an ISV ecosystem—and enjoy bringing structure, performance, and innovation to support operations, this could be your next big move.
The Role
You will take ownership of the application support function, driving strategy, operational excellence, and customer satisfaction. This role requires both hands-on capability and strategic vision, with a mandate to modernise, optimise, and future-proof support services.
Key Responsibilities
- Lead and evolve the application support function, aligning it with business growth and customer expectations
- Design and implement scalable support processes, SLAs, and KPIs
- Build, mentor, and inspire high-performing support teams
- Drive transformation initiatives, including tooling, automation, and service improvement
- Partner cross-functionally with Product, Engineering, and Customer Success teams
- Establish best-in-class incident, problem, and change management practices
- Deliver a customer-centric support experience with measurable outcomes
What We’re Looking For
- Proven experience as an Application Support Manager, Head of Support, or Director-level leader
- Strong background within a fast-paced startup or scale-up environment
- Experience in SaaS and/or ISV partner ecosystems is highly desirable
- Demonstrated success in building or transforming support functions
- Strong leadership and stakeholder management skills
- Deep understanding of support tooling, automation, and service management frameworks (e.g. ITIL)
- Commercial awareness with the ability to align support strategy to business goals
Next Steps
If you’re ready to take ownership of a transformative support leadership role, we’d love to hear from you. Apply now or get in touch for a confidential discussion.
Head of Client Support in Cambridge employer: SoCode Limited
Join a dynamic and innovative technology-driven organisation that prioritises employee growth and development in the heart of Cambridge/London. With a competitive salary, bonus structure, and a hybrid work model, we foster a collaborative culture where your contributions directly impact our success. Embrace the opportunity to lead transformative initiatives in application support while enjoying a supportive environment that values creativity and excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Client Support in Cambridge
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work in SaaS or ISV environments. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their products and how they support their clients. This will help you tailor your answers and show that you're genuinely interested in the role.
✨Tip Number 3
Showcase your leadership skills during interviews. Share specific examples of how you've built and transformed support functions in the past. This will demonstrate your capability to drive strategy and operational excellence.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Head of Client Support in Cambridge
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in building and transforming application support functions. We want to see how your background aligns with our fast-paced, tech-driven environment.
Showcase Your Leadership Skills:In your application, emphasise your leadership experience and how you've inspired high-performing teams. We’re looking for someone who can drive transformation and foster a customer-centric culture.
Highlight Relevant Experience:If you’ve worked in SaaS or ISV ecosystems, make that front and centre in your application. We love candidates who understand the unique challenges and opportunities in these environments.
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 don’t miss out on any important updates from our team.
How to prepare for a job interview at SoCode Limited
✨Know Your Stuff
Make sure you’re well-versed in the specifics of application support and the SaaS landscape. Brush up on your knowledge of support tooling, automation, and service management frameworks like ITIL. This will not only help you answer questions confidently but also show that you’re genuinely interested in the role.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in building and transforming support functions. Think about times when you’ve led teams or driven change initiatives. Be ready to discuss how you’ve inspired high performance and aligned support strategies with business goals.
✨Understand the Company Culture
Research the company’s values and culture. Since they’re a high-growth, tech-driven organisation, think about how your experience in fast-paced environments aligns with their ethos. This will help you tailor your responses and demonstrate that you’re a great fit for their team.
✨Prepare Questions
Have insightful questions ready to ask at the end of the interview. Inquire about their current challenges in application support or how they envision the future of their support function. This shows your strategic thinking and genuine interest in contributing to their success.
