Head Of Support

Summary

Join ZigZag Global as their Head of Support, a fully remote UK-based role. Lead and grow their 1st, 2nd, and 3rd line support teams, overseeing process improvements, knowledge management, and support operations. You will develop and implement strategies to enhance client satisfaction, optimize support tools, and foster team growth. The ideal candidate possesses extensive experience managing technical and product support teams within a SaaS environment, particularly in retail tech or software solutions. This role requires strong people management skills and a strategic vision for scaling support services. ZigZag offers a competitive salary, flexible working options, private medical insurance, an annual L&D budget, and more.

Requirements

• Multiple years of experience in managing technical and product support teams - supporting a SaaS platform, retail tech or other software solutions
• Extensive experience as a People Manager, including leading diverse teams, fostering professional growth, managing performance, and creating a positive and collaborative team environment
• A strong ability to maintain client satisfaction and effectively manage key stakeholders in high-pressure situations
• Experience working with remote, international support teams
• Know what a good software support team looks like and have a vision for how to implement it in a busy, high growth business

Responsibilities

• Identify areas for improvement in the support offering, develop new processes and policies, and implement best practices
• Work with the Customer Support Enablement Manager to develop and maintain a robust knowledge base and self-service tools to empower customers and reduce ticket volume
• Optimize support tools such as HubSpot Helpdesk to enhance team efficiency, automate workflows, and improve customer experiences
• Work with the Customer Support Enablement manager to continue to develop the Quality Monitoring (QM) framework to ensure consistent delivery of high-quality support
• Manage the escalation process to development teams, ensuring timely and efficient resolution of customer issues
• Optimize and develop support processes, workflows and policies ensure consistent and effective handling of customer issues
• Monitors SLA performance, identifying areas for improvement and taking corrective action as needed
• Identify areas for product improvement to reduce common incidents and recurring problems
• Effectively communicate product feedback to the Product team and ensure prioritization of key issues
• Communicate with customers and stakeholders to gather feedback and identify areas for support process enhancement
• Implement a strategy that will foster and encourage the learning, development, and growth of the team
• Support individual development plans (IDPs) to address skill gaps and build on strengths
• Lead the technical and product support functions by directly managing Level 1 & 2 team leads and indirectly managing support engineers
• Lead incident management & processes, coordinating responses to critical issues and ensuring timely resolutions to minimize customer impact
• Develop short, medium, and long-term strategies for the Support team that align with the key goals of the business, translating this into actionable goals ensuring it informs decisions and tactics
• Participate in cross-functional projects and initiatives, contributing expertise and supporting successful outcomes
• Facilitate communication and knowledge sharing between the Support department and other departments to ensure alignment and synergy

Preferred Qualifications

Having experience of supporting a SaaS solution built in the Microsoft dotnet stack would be advantageous

Benefits

• Competitive salary
• 24 days holiday + bank holidays + additional day holiday after every full year of service (up to 5 additional days) plus a bonus day off for your birthday
• Flexible working options - fully remote with option to work from our London office
• BUPA Private Medical Insurance
• Annual L&D Budget
• Employee referral bonus scheme
• Flexible working hours