Head of Customer Support

Company Description

Who We Are

Stampede AI is a fast-growing SaaS platform that helps businesses make smarter, faster decisions using real-time data automation.

At Stampede AI, we help businesses turn data into decisions, quickly, clearly, and at scale. As an Account Manager, you’ll be the strategic partner for a portfolio of direct clients, helping them unlock the full value of our platform and driving long-term growth.

Job Description

• Role: Head of Customer Support
• Location: Edinburgh
• Salary: 55k to 60k
• Type: Full-Time

Reports to: Head of Commercial

Position Overview

We are looking for a technically experienced and operationally sharp Head of Customer Support to lead and scale our support function. This role is ideal for someone with a strong background in cloud-managed networking, WiFi technologies, and SaaS support operations, capable of managing and mentoring a team of L2/L3 Customer Experience Specialists.

You\’ll take ownership of the support strategy, tooling, processes, and team performance, ensuring customers receive prompt, expert assistance while continuously improving the support experience. You\’ll work cross-functionally with Product, Engineering, and Commercial teams, playing a pivotal role in delivering a seamless technical support journey from onboarding through long-term customer success.

Key Responsibilities

Team Leadership & Development

• Manage and mentor a team of L2/L3 support specialists focused on cloud WiFi, networking hardware, and customer onboarding
• Foster a high-performance, collaborative team culture with technical and customer service excellence at its core
• Build development plans, career progression tracks, and deliver regular performance reviews
• Ensure scheduling and resource planning to maintain strong coverage during peak periods and launches

️ Support Operations & Escalation Management

• Oversee the handling of complex technical issues related to cloud controllers (Unifi, Omada, CloudTrax, Plasma Cloud) and captive portals
• Act as an escalation point for high-impact issues requiring deep technical understanding and customer sensitivity
• Own SLA/OLA performance metrics across response and resolution times, first contact resolution, and satisfaction
• Streamline incident response and change management processes to reduce friction and increase customer confidence

Process Improvement & Tooling

• Audit and improve support workflows, case triage, escalation paths, and documentation standards
• Introduce automation and self-service options to reduce ticket volume and increase efficiency
• Manage support tools, including CRM, ticketing systems, bug trackers, and internal documentation libraries

Cross-Functional Collaboration

• Work closely with Product and Engineering to provide feedback from support data and customer insights
• Collaborate with Customer Success and Sales on onboarding efficiency, issue resolution, and expansion support
• Support UX/UI teams with usability feedback sourced from common support themes and friction points

Monitoring, Reporting & Metrics

• Track and report on KPIs such as ticket volume, CSAT, NPS, churn risk signals, and backlog trends
• Lead weekly stand-ups and monthly reviews with your team and report departmental insights to leadership
• Analyse bug trends, product gaps, and support load to recommend product or training improvements

Partner & Vendor Coordination

• Coordinate with third-party IT partners and MSPs involved in shared customer deployments or escalations
• Ensure partner readiness and alignment for joint technical onboarding and post-sale support

Compliance & Data Security

• Enforce data protection and security protocols in support interactions, platform access, and shared information
• Support the wider organisation in ensuring GDPR-aligned practices during issue resolution

Qualifications

Who You Are

Required Experience

• 4–6+ years in a technical support leadership role within a SaaS, MSP, or networking-focused environment
• Proven management experience of L2/L3 or Tier 2/Tier 3 support teams
• Working knowledge of cloud-managed WiFi systems (e.g. Unifi, Omada, CloudTrax, Plasma Cloud)
• Familiarity with networking infrastructure: routers, firewalls, access points, VLANs, and captive portals
• Experience owning KPIs such as SLAs, CSAT, time to resolution, and churn mitigation

Desirable Experience

• Industry certifications (CCNA, Network+, vendor-specific WiFi certs)
• Support operations experience in hospitality tech, guest WiFi, or multi-site deployments
• Exposure to RADIUS, hotspot authentication systems, and Layer 2/3 network architecture
• Experience scaling or transitioning support processes in a growth-stage SaaS business

Additional Information

Tools & Technologies

You’ll be working with a modern, collaborative tech stack that supports automation, transparency, and fast decision-making:

• HubSpot – For customer relationship management, pipeline tracking, and usage insights.
• Notion – To document, share, and continuously improve onboarding playbooks, training resources, and customer success processes.
• Slack – To maintain responsive communication across teams and with customers, accelerating resolution and collaboration.
• Zendesk – To manage customer support tickets, monitor resolution progress, and ensure seamless handoffs between support and success.
• Zapier & AI automation tools (nice to have) – To automate routine workflows, trigger proactive messaging, and deliver scalable personalisation across the customer lifecycle.

Why Join Us?

You’ll be joining a high-impact leadership role where your work directly affects customer satisfaction, retention, and brand reputation. You’ll help shape the operational future of our support function, influencing product strategy

Required Video Submission – Tell Us About Yourself

As part of your application, please record and submit a short video (maximum 2 minutes) covering the following:

• A quick introduction: who you are and your background
• Why you’re interested in this role and our company
• What excites you most about the opportunity
• Anything else you\’d like us to know about you

This video is a mandatory part of the application. It doesn’t need to be professionally edited—we value authenticity over polish. A simple phone or webcam recording is perfect.

Please upload your video to a platform like Google Drive, Loom, or YouTube (set to “Anyone with the link can view”), and include the link in your application. #J-18808-Ljbffr