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 functions and make a real impact in a dynamic environment.
- Qualifications: Experience in application support leadership, preferably in SaaS or ISV.
The predicted salary is between 60000 - 80000 £ 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‑prove 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 Recruitment
Join a dynamic and innovative technology-driven organisation that prioritises employee growth and development in the vibrant cities of Cambridge and London. With a competitive salary, bonus structure, and comprehensive benefits, we foster a collaborative work culture that encourages creativity and excellence. As the Head of Client Support, you will have the unique opportunity to lead transformative initiatives while working alongside passionate professionals in a fast-paced environment, making a meaningful impact on our customer support operations.
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 tech industry, especially those who have experience in SaaS or ISV environments. A personal introduction can make all the difference when you're aiming for that Head of Client Support role.
✨Tip Number 2
Showcase your leadership skills! During interviews, share specific examples of how you've built and transformed support functions. We want to hear about your hands-on approach and strategic vision—make it clear you’re ready to drive operational excellence.
✨Tip Number 3
Prepare for scenario-based questions! Think about challenges you've faced in previous roles and how you tackled them. This will demonstrate your problem-solving abilities and your understanding of best-in-class incident and change management practices.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, we love seeing candidates who are proactive and engaged with our brand.
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 an ISV ecosystem, make that front and centre in your application. We want to know how your past roles have prepared you for this pivotal position at StudySmarter.
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 get the ball rolling on your potential future with us.
How to prepare for a job interview at SoCode Recruitment
✨Know Your Stuff
Make sure you’re well-versed in the specifics of application support, especially within SaaS and ISV environments. Brush up on your knowledge of support tooling, automation, and service management frameworks like ITIL. This will not only show your expertise but also demonstrate your commitment to 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-performing teams and aligned support strategies with business goals.
✨Understand the Company’s Vision
Research the company’s growth trajectory and their approach to customer satisfaction. Tailor your responses to reflect how your vision aligns with theirs. This shows that you’re not just looking for any job, but that you’re genuinely interested in contributing to their success.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific challenges in application support. Think through potential scenarios involving incident management or service improvement. Practising your responses will help you articulate your strategic vision and hands-on capabilities effectively.
