Head of Client Support Services

3 weeks ago


London, Greater London, United Kingdom Reuben Sinclair | Sales, Marketing, PR, Data and Digital Recruitment Full time

Overview of the Head of Client Support Services

This prominent, globally recognized SaaS organization is seeking a Head of Client Support Services to oversee the Customer Support division across the EMEA region.

In this pivotal role, you will manage the regional customer support operations within a SaaS framework, ensuring that clients receive exceptional service and successfully integrate our solutions into their operations. The ideal candidate will have a proven history of leading support and customer service teams in a technology-driven environment, coupled with robust leadership capabilities and a commitment to outstanding customer satisfaction.

Key Responsibilities of the Head of Client Support Services

Formulate and execute customer support initiatives aimed at improving overall client experience, fostering satisfaction and loyalty.

Recruit, mentor, and guide the existing EMEA customer support team, focusing on their professional development and coaching.

Supervise the daily functions of the customer support department, addressing client inquiries and efficiently managing escalated issues.

Evaluate customer feedback and analytics to pinpoint trends, identify improvement areas, and discover opportunities to elevate the client experience.

This position necessitates collaboration with various internal teams and demands exceptional stakeholder management, communication skills, and alignment of objectives.

Qualifications for the Head of Client Support Services

  1. A minimum of 5 years in a leadership or managerial capacity within a SaaS or IT support environment.
  2. Essential strong leadership and personnel management skills.
  3. Extensive experience with customer support technologies and tools for managing client communications and monitoring performance metrics.
  4. Willingness to engage in a hybrid work model to develop the support team effectively.


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