Head of Customer Support

December 2, 2024

Head of Customer Support with a SaaS Delivery background to join a fast-growing HR software company. Their innovative HRIS platform helps businesses manage everything from recruitment and onboarding to payroll and performance management. With a 25% growth in the past year, they are looking for a Head of Customer Support to join the expanding team.

As Head of Customer Support, you will lead and inspire a talented team to deliver outstanding support to customers. Drive team performance, coach team members, and ensure customer satisfaction and company success.
Location: Remote-first but UK-based for essential company events. Travel to London will be required on a quarterly basis for team meetings.

Salary: £60,000 - £70,000 (Based on Experience)

Key Responsibilities
* Lead, mentor, and develop the Customer Support team, fostering personal and professional growth to improve engagement and retention.
* Set and track performance metrics to ensure continuous improvement.
* Handle escalations for complex client concerns and resolve complex issues swiftly to maintain high levels of customer satisfaction.

* Collaborate with Heads of Customer Success and Client Implementations to define clear roles, responsibilities and development pathways for the team.
* Lead the recruitment process when necessary to maintain and enhance team capacity and capability.
* Deliver onboarding and training programs to ensure new hires are fully integrated and able to contribute quickly.
* Handle HR matters in accordance with company policies, ensuring fairness and respect.
* Manage resources to ensure peak-time coverage and smooth operations.

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Experience Required
* Proven leadership experience in customer support or service team in a SaaS environment.
* HR Software, Payroll Software, Recruitment Software, LMS or EdTech Software provider beneficial
* Excellent customer service skills with experience handling escalations and delivering successful resolutions.
* Strong team development, coaching, with a focus on team engagement and retention.

* Recruitment, onboarding and training expertise with a track record of building and developing high-performing teams.
* Experience with support software platforms and ability to design, implement and monitor KPIs and performance metrics.

Nice to Have:
* Experience in HR software or working within the HR sector.
* Analytical mindset, with data-driven decision-making skills.

Why Join
Growth & Opportunity: Be part of a thriving company with a culture built on innovation and collaboration.
Flexibility: Enjoy the freedom of remote-first work with regular in-person company retreats.
Culture: Work in a supportive environment that values team spirit, development, and results.
Recognition & Rewards: Competitive salary, fantastic benefits, and a company that celebrates your success.

Perks
25 days holiday + bank holidays
A day off for your birthday – because they think you deserve it!
Work-from-home budget
Health Insurance, Life Assurance and Income Protection
Regular social events – both remotely and in person.

If you thrive in a fast paced environment balancing operational and strategic priorities effectively, excel at motivating and inspiring teams then apply now and become part of something truly exciting!
Zorba Consulting is operating as an employment agency for permanent recruitment and employment business for supplying temporary workers

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