At a Glance
- Tasks: Lead and develop customer support teams while enhancing the customer experience.
- Company: Growing UK-based SaaS business in the visitor attractions and hospitality sectors.
- Benefits: Competitive salary, private healthcare, and an employer-funded pension.
- Other info: Join a collaborative team focused on service excellence and professional growth.
- Why this job: Make a real impact in a high-stakes role within a dynamic SaaS environment.
- Qualifications: Experience in leading customer support teams and managing escalations in a SaaS setting.
We're working with a growing UK-based SaaS business that provides a market-leading software platform to organisations across the visitor attractions, leisure and hospitality sectors. Their technology supports critical business operations, helping customers deliver exceptional experiences while managing complex day-to-day activities.
As part of their continued growth, they are now looking to appoint a Head of Customer Support to lead their customer-facing support function and play a key role in shaping the customer experience across the business. This is a hands-on leadership role, ideal for an experienced customer support professional who enjoys developing people, improving processes and acting as the bridge between technical teams and customers.
About the opportunity:
- You'll take ownership of the customer support operation, leading a team that provide frontline support, dedicated account assistance and customer onboarding services.
- Working closely with senior stakeholders across the business, you'll help drive service excellence while ensuring customer issues are resolved effectively and efficiently.
Key responsibilities include:
- Leading and developing customer support and onboarding teams
- Managing customer escalations and ensuring timely resolution of complex issues
- Acting as the key link between customers, support teams and engineering functions
- Driving service improvements through process, systems and people development
- Supporting key customer accounts and attending customer meetings when required
- Monitoring team performance, coaching managers and supporting professional development
- Establishing and maintaining high standards of customer service delivery
- Identifying opportunities to improve support systems, workflows and operational efficiency
- Working collaboratively with internal stakeholders to deliver an outstanding customer experience
Who we are looking for:
- Experience leading customer support or customer success functions within a SaaS or software environment
- A strong track record of managing and developing customer support teams
- Experience handling customer escalations and supporting strategic customer relationships
- The ability to translate technical information into clear, customer-focused solutions
- Strong stakeholder management and communication skills
- Experience driving service improvement initiatives and operational change
- Experience supporting enterprise or large-scale customer accounts
On offer is:
- £55,000-£65,000 salary
- 8% employer‑funded pension (no employee contribution)
- Private healthcare
- High‑impact role within a growing SaaS business
If you have the right attributes, skillset and feel you will be able to add value, then what are you waiting for...hit that apply button to find out more.
Locations
Head of Customer Support in Loughton, Milton Keynes employer: Vero HR
Join an established and internationally focused SME in Rochester as an Interim Finance Manager, where you will have the opportunity to make a significant impact on the finance function and contribute to the company's long-term success. With a supportive work culture that values hands-on involvement and problem-solving, you'll enjoy competitive benefits including a generous holiday entitlement, pension contributions, and potential for permanent employment. This role not only offers a chance to work closely with directors and operational teams but also provides ample opportunities for professional growth in a dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Support in Loughton, Milton Keynes
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Vero HR. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Vero HR before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Support in Loughton, Milton Keynes
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Vero HR:Your cover letter is your chance to shine! Tell us why you want to work at Vero HR specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Vero HR!
How to prepare for a job interview at Vero HR
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
