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Director Customer Support

1 month ago

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

Overview of Customer Support Director


This global, market leading SaaS organisation (500+ headcount) is hiring for a Director of Customer Support to lead the Customer Support team across EMEA, based out of London, UK.

As the Director of Customer Support EMEA, you'll be responsible for the regional customer support department operations in a SaaS company, ensuring customers are serviced to the highest standards and are successful in the adoption of our products. The successful candidate will possess an excellent track record in managing support and customer service teams within a technology environment, strongly developed leadership skills and a passion for delivering exceptional customer service.


Responsibilities of the Director of Customer Service


- Develop and implement customer support strategies to enhance the overall experience and deliver satisfaction and loyalty.

- Build, lead and manage the existing EMEA customer support team through development and coaching of the team

- Oversee the daily operations of the customer support department: resolving customer support enquiries and resolving escalated issues efficiently.

- Analyse customer feedback and data to identify trends, areas for improvement, and opportunities to enhance the customer experience.

- This role requires collaboration across multiple internal teams and requires excellent stakeholder management, communication and shared goals.


Requirements of the Head of Customer Support


  1. The ideal candidate will have 5+ years in a leadership or management role within a SaaS or IT Technology Support role
  2. Strong leadership and people management skills are essential for this role
  3. Strong experience with customer support software and tools to manage customer communications and track performance metrics
  4. Able to commute to London office in a hybrid capacity for developing the support team