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.
- Why this job: Shape the future of support services in a dynamic environment.
- Qualifications: Experience in SaaS or ISV ecosystems and strong leadership skills.
The predicted salary is between 60000 - 80000 € per year.
Location: Cambridge/London - Hybrid
Salary: Competitive + Bonus + Benefits
The Opportunity
We are 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 have 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 management and resolution processes
Head of Client Support employer: SoCode Limited
As a leading technology-driven organisation based in the vibrant cities of Cambridge and London, we pride ourselves on fostering a dynamic work culture that champions innovation and collaboration. Our employees benefit from competitive salaries, performance bonuses, and a comprehensive benefits package, alongside ample opportunities for professional growth and development in a fast-paced environment. Join us to be part of a transformative journey where your contributions directly impact our success and customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Client Support
✨Tip Number 1
Network like a pro! Reach out to your connections in the tech 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’s culture and values. We want you to show how your experience aligns with their mission, especially in transforming application support functions. Tailor your examples to highlight your leadership skills!
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, drop a quick thank-you email to express your appreciation and reiterate your enthusiasm for the role. It keeps you fresh in their minds and shows your professionalism.
✨Tip Number 4
Apply through our website! We’ve got a streamlined process that makes it easy for you to showcase your skills. Plus, it gives us a chance to see your application in the best light possible. Don’t miss out on this opportunity!
We think you need these skills to ace Head of Client Support
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Head of Client Support role. Highlight your experience in building and scaling application support functions, especially in fast-paced environments like startups or scale-ups.
Showcase Your Leadership Skills:We want to see how you've led teams and driven transformation initiatives in your previous roles. Share specific examples of how you've built high-performing teams and improved support operations.
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and avoid jargon. We appreciate a well-structured application that gets straight to the point while showcasing your strategic vision.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity.
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, especially within SaaS or ISV environments. Brush up on your knowledge of scalable support processes, SLAs, and KPIs, as these will likely come up during the interview.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in building and mentoring high-performing teams. Think about specific challenges you've faced and how you transformed support functions to align with business growth and customer expectations.
✨Be Ready for Strategic Discussions
This role requires a mix of hands-on capability and strategic vision. Be prepared to discuss how you would modernise and optimise support services, and have some innovative ideas ready to share about driving transformation initiatives.
✨Cross-Functional Collaboration
Since this role involves partnering with Product, Engineering, and Customer Success teams, think of examples where you’ve successfully collaborated across departments. Highlight how you’ve driven service improvements through teamwork and communication.
