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Head of Support - Remote/Wallingford - £70,000 + bonus The Company:Lorien Global are working closely in partnership with a company who provide software into the leisure industry. Through innovative technology solutions for the health and leisure industry, they empower organisations to help more people become active, more often. Now, we're looking for a Head of Support to help with their goals of becoming a complete SaaS platform by 2028.The Role:The Head of Support is a leadership role responsible for transforming the support operations into a proactive, scalable function aligned with their SaaS ambitions. Key responsibilities include the management of the Support Team and respective Team Leaders, implementation of process improvement across the support desk. My client are always look to focus on data driven insights, using data to identify trends and drive improvements in the support and customer success. This is an excellent opportunity for someone to join and work closely with senior stakeholders to define the customer support strategy. The Requirements:
- Proven experience managing and optimising a technology support team and function, within a SaaS provider or Software House would be ideal
- Good understanding and use of data to drive insights across the function
- Whilst this role is hands-off, a technical understanding would be helpful so you can manage the team and liaise with customers on key issues
- Excellent communication and customer facing skills, with the ability to present key metrics and SLA data to clients
- Great team management skills, driving motivation and productivity
The Benefits:
- Salary available of £70,000
- Company bonus scheme (c£5,000-8,000pa.)
- Genuine opportunity to deliver strategic change
- Flexible working hours
- Fully remote working (If outside an hour of Wallingford)
- Company benefits including discounts and enhanced annual leave
Due to ongoing projects and developments, we're looking to hire this position ASAP. Interviews will take place over the coming weeks, submit your CV to be considered. IND_PC1
Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.
