Head of Customer Support

Job Title: Head of Customer Support

Location: London (Hybrid with Minimum 2 days a week in the office)

Hours: 37.5 hours per week including some weekends and bank holidays

About the Job

Aptitude is hiring a Head of Customer Support to transform and lead our global Customer Support function as the business continues its transition to SaaS and drives Fynapse-led growth.

As the owner of the global support operating model, which will include day-to-day support performance, customer escalation governance, and the continuous improvement agenda, you will use your proven track record of experience to deliver faster, clearer, and more consistent outcomes for our enterprise customers.

The depth of expertise you have gained in similar roles will be a real asset in this hands-on leadership role with the successful candidate bringing their knowledge and experience to  inspect operational detail, remove process friction, coach and upskill the team, strengthen the interface with Product and Engineering, and use data, automation, and AI selectively to improve service quality and scale.

As an experienced Head of Customer Support, you will bring your enterprise B2B SaaS support experience, strong operational discipline, credible stakeholder management, and demonstrate an ability to operate across complex customers, contractual SLAs, product defects, cloud operations, and global time zones.

Key Responsibilities

Strategy & Operating Model

• Define and implement a global support strategy, operating model, and service framework aligned to business priorities.

• Establish clear roles, decision rights, escalation paths, and a continuous improvement roadmap.

Support Delivery & Performance

• Own end-to-end support operations including SLAs, queue management, prioritisation, backlog health, and escalation handling.

• Drive improvements in response and resolution times, reducing backlog and ticket aging.

• Ensure consistent, high-quality customer communication across incidents, defects, and service updates.

Cross-Functional Collaboration

• Partner with Product, Engineering, Cloud Operations, and Customer Success to resolve defects, manage releases, and address recurring issues.

• Strengthen feedback loops to ensure customer insights and root causes inform product and service improvements.

Process, Tooling & Automation

• Optimise support processes, workflows, and tooling to improve efficiency and consistency.

• Leverage AI, automation, analytics, and self-service to enhance triage, routing, and knowledge management.

Performance & Insight

• Implement a robust performance framework using metrics such as SLA attainment, response/resolution times, CSAT, backlog, and escalation trends.

• Translate support data into actionable insights and continuous improvement initiatives.

People Leadership

• Build, lead, and develop a high-performing support team with strong technical, customer, and analytical capabilities.

• Foster a culture of accountability, ownership, and customer-centricity.

Customer Experience & Cost Efficiency

• Act as an executive escalation point for critical issues.

• Reduce cost-to-serve while maintaining enterprise-grade service quality and customer trust.

Skills, knowledge and experience

Essential

• Proven leadership of enterprise B2B SaaS support teams managing complex products and high-value customers.

• Track record of transforming support operations, improving SLAs, reducing backlog, and enhancing resolution quality.

• Strong understanding of cross-functional support models across Product, Engineering, Cloud Operations, Customer Success, Services, and Commercial teams.

• Experience handling senior customer escalations with professionalism, structure, and clear communication.

• Strong analytical skills, with the ability to define metrics, identify trends, and drive root-cause improvements.

• Experience with support platforms such as Jira Service Management, Zendesk, ServiceNow, Salesforce Service Cloud, or similar.

• Demonstrated use of knowledge management, automation, self-service, and AI to improve support efficiency and scale.

• Excellent leadership, coaching, and team development capability.

• Strong written and verbal communication skills, including executive-level reporting and customer updates.

• Comfortable operating in a hands-on role spanning strategy, operations, and people leadership.

Desirable

• Experience with financial software, ERP, revenue management, or other mission-critical enterprise platforms.

• Experience supporting global customers across multiple time zones (including APAC and North America).

• Background in SaaS transformation, including migration from on-premise to cloud-based support models.

• Experience designing tiered support offerings, managed services, or premium support models.

• Experience working in organisations undergoing change, transformation, or rapid growth.