Head of Product Support

Location United Kingdom
Discipline: Software & IT
Salary: Up to £70,000 | + great benefits
Job ref: 247
Have you successfully managed a large technical product support team previously? Are you interested in working for a highly regarded and globally recognised Cambridge based company as Head of Product Support?

Company snapshot:
  • Extremely well known and highly regarded Cambridge employer with a worldwide presence
  • Jeans and t-shirt culture where collaboration, inclusiveness and transparency are central 
  • A genuine focus on ensuring customers succeed 
  • Innovative, fast growing and continuously looking for ways to grow, improve and adapt 
The role:
  • Working alongside the customer success, commercial and product development teams, you will be interpreting customer insights to enhance the overall customer experience
  • Overseeing the product support team, you'll be responsible for the ongoing training and development, ensuring colleagues thoroughly understand the technical process
  • Monitoring, interpreting and reporting on complex data
  • Scaling-up the support team, including recruiting, onboarding and continuous coaching of new employees
About you:
  • Has lead a technical support function that has consisted of a large team which includes a variety of people including managers
  • Previous experience scaling-up a technical support related team, recruiting, coaching and onboarding new team members
  • Extensive experience in a SaaS environment, supporting enterprise level accounts
  • Preferably degree-educated in a science or technical related discipline
  • Has a good understanding of software delivery methods including Dev Ops and the ability to quickly master complex technical concepts
The package:
  • Salary up to £70,000
  • Profit share bonus
  • Private healthcare (family and partner)
  • 25 days holiday (flexibility to buy more)
  • Paid sabbatical options
  • Income protection, critical illness cover and life insurance
  • Free food - breakfast, lunch, cereals, fruit and drinks
  • Terrific additional onsite benefits
  • Team feel good fund
  • Charity days 
The Head of Product Support role in Cambridge would suit candidates based in the wider South East of the UK such as East Anglia, East Midlands, London etc with previous experience in a Head of Support of Head of Customer Experience role.