At a Glance
- Tasks: Lead and scale a world-class customer support function for a cutting-edge EV charging company.
- Company: Join a leader in EV infrastructure, transforming transport with innovative solutions.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Other info: Dynamic role in a fast-paced environment with a focus on innovation and collaboration.
- Why this job: Make a real impact in the EV industry while shaping customer experiences.
- Qualifications: 5+ years in customer support, strong leadership, and tech-savvy skills required.
The predicted salary is between 70000 - 90000 £ per year.
Company Overview
Our client is a leader in EV charging infrastructure and fleet electrification, providing cutting-edge solutions for large-scale fleet operators transitioning to zero-emission transport. As a trusted partner in the industry, we specialize in charge management systems, energy optimization, and technical consulting to ensure seamless EV infrastructure deployment.
Job Summary
About the Role
Our client is seeking a strategic and hands-on Head of Customer Support to architect, build, and scale a world-class support function. This critical leadership role is responsible for ensuring enterprise SaaS customers receive reliable, high-quality support that drives trust, retention, and long-term value. You will own the end-to-end strategy, systems, processes, and execution required to support a complex, mission-critical software platform as the company scales globally. The mission is to design a lean, efficient, and automated function that leverages technology and AI to maximize operational leverage and deliver exceptional customer outcomes.
Key Responsibilities
- Develop and implement a scalable global customer support operating model, including 24/7 support protocols for critical issues.
- Design, document, and optimize all support workflows, SLAs, escalation paths, and knowledge management systems.
- Select, implement, and manage fit-for-purpose support tools and technologies (e.g., ticketing systems, AI-driven automation, customer dashboards) to build an efficient, lean function.
- Establish and monitor key performance metrics (SLAs, response times, resolution times, CSAT) to continuously improve support quality and reliability.
- Create and maintain strong feedback loops with Product, Engineering, and Delivery teams to surface insights, drive product improvements, and reduce recurring issues.
- Provide hands-on leadership, stepping in to resolve complex customer issues and mentor resources within a cross-functional support pod model (no direct reports initially).
- Develop clear reporting and visibility into support volumes, trends, root causes, and operational efficiency.
Key Outcomes (12-18 Months)
- Establishment of a documented, scalable support operating model enabling 24/7 global coverage.
- Implementation of automated systems and AI tools that minimize headcount growth while exceeding SLAs.
- Achievement of >95% SLA adherence and a 50% reduction in Mean Time to Resolution (MTTR) from baseline.
- Establishment of robust feedback mechanisms leading to a measurable reduction in repeat incidents.
- Delivery of clear, actionable reporting on support performance, trends, and operational insights.
Who You Are (Competencies)
- Strategic & Hands-On Leader: You can design a modern SaaS support function but are equally willing to roll up your sleeves to handle complex issues.
- Enterprise-Centric: You deeply understand the high-stakes expectations of B2B and enterprise customers, including those in regulated sectors.
- Systems & Process Architect: You have proven experience designing efficient workflows, escalation models, and knowledge bases using best-in-class tooling.
- Technically Fluent: You are comfortable discussing software products and can translate customer issues into clear, actionable insights for technical teams.
- Cross-Functional Collaborator: You excel at working with Product, Engineering, Customer Success, and Delivery to solve problems and drive systemic improvements.
- Data-Driven: You use metrics and trends to guide decisions, improve efficiency, and enhance the customer experience.
Experience Required
- 5+ years in customer/technical support or customer operations within a B2B or enterprise SaaS environment.
- Proven experience building or significantly scaling a support function (processes, systems, or teams).
- Demonstrated ability in leveraging AI and automation within a support context.
- Strong track record of cross-functional collaboration with Product and Engineering teams.
- Experience balancing long-term strategic planning with day-to-day operational execution.
- Background supporting technically complex, mission-critical software platforms is highly preferred.
Cultural Fit & Values
- Operates with transparency, honesty, and a collaborative spirit.
- Possesses a strong sense of ownership.
- Exhibits curiosity and resilience in a fast-paced, scaling environment.
- Thrives in high-growth, resource-constrained settings with a builder mentality.
Key Requirements (Must Haves)
- Deep empathy and intrinsic motivation to champion customer success.
- Experience leading or building a customer support function in a B2B/enterprise SaaS company.
- Sound understanding and practical experience applying AI in a support context.
- Proven ability to work cross-functionally, especially with Product and Engineering teams.
- A hands-on leadership style coupled with strategic thinking and execution capability.
- Experience supporting technically complex software products.
Preferred Experience (Nice-to-Haves)
- Experience within EV, energy, infrastructure, or industrial SaaS domains.
- Exposure to 24/7 or follow-the-sun global support models.
- Experience supporting customers across multiple regions and time zones.
- Prior experience in a scaling start-up or high-growth environment.
Note: This is a mid-senior, hands-on management role. You will be the architect and owner of the support system, leveraging technology for maximum efficiency in a lean scale-up environment.
Head of Customer Support in London employer: Whitecollars
Our client is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration in the rapidly evolving EV charging infrastructure sector. With a strong commitment to employee growth, they provide opportunities for professional development and hands-on leadership experiences, all while working in a mission-driven environment that prioritises sustainability and cutting-edge technology. Located in a vibrant area, employees benefit from a supportive atmosphere that encourages creativity and a shared vision for a zero-emission future.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Support in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the EV and SaaS industries. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, be ready to discuss how you've tackled complex customer support challenges in the past. Use specific examples that highlight your strategic thinking and hands-on leadership style.
✨Tip Number 3
Don’t just apply; engage! When you find a role that excites you, apply through our website and follow up with a friendly email. Express your enthusiasm for the position and mention any relevant experiences that align with their needs. It shows initiative!
✨Tip Number 4
Prepare for the interview like it’s game day! Research the company’s products and recent developments in the EV sector. Be ready to discuss how you can leverage AI and automation in customer support to drive efficiency and improve customer satisfaction.
We think you need these skills to ace Head of Customer Support in London
Some tips for your application 🫡
Show Your Passion for Customer Support:When writing your application, let your enthusiasm for customer support shine through! We want to see how much you care about helping customers and making their experience exceptional. Share any relevant experiences that highlight your dedication to customer success.
Tailor Your Application:Make sure to customise your application to fit the Head of Customer Support role. Highlight your experience in building support functions and using AI tools. We love seeing candidates who take the time to align their skills with what we’re looking for!
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language to describe your achievements and how they relate to the role. We appreciate a well-structured application that makes it easy for us to see your qualifications at a glance.
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 the role. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at Whitecollars
✨Know the Company Inside Out
Before your interview, dive deep into the company's mission and values. Understand their role in EV charging infrastructure and fleet electrification. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Strategic Thinking
Prepare to discuss how you would architect and scale a customer support function. Think about specific examples from your past experience where you've successfully implemented processes or systems that improved customer satisfaction and operational efficiency.
✨Be Ready for Technical Discussions
Brush up on your technical knowledge related to SaaS platforms and customer support tools. Be prepared to discuss how you’ve leveraged AI and automation in previous roles, as this is crucial for the position.
✨Demonstrate Cross-Functional Collaboration
Think of examples where you've worked closely with Product, Engineering, or other teams to solve complex issues. Highlight your ability to communicate effectively across departments, as this role requires strong collaboration skills.
