Head of Customer Support
Skills
About This Role
Head of Customer Support – SaaS / Capital Markets
Our client, a rapidly growing SaaS technology provider within the capital markets space, is seeking an experienced Head of Customer Support to lead the transformation and scaling of its global support function.
The business delivers mission-critical solutions across trading infrastructure, risk management, liquidity, hosting, and client lifecycle systems, supporting financial institutions globally. As the company continues to grow, this role will play a key part in building a more structured, scalable, and high-performing support organisation.
This is a hands-on leadership position focused on improving operational processes, introducing scalable support frameworks, and enhancing the overall client support experience.
Key Responsibilities
- Build and implement a structured multi-tier support model (L1/L2/L3)
- Establish clear processes for SLAs, escalations, incident management, and governance
- Drive automation, tooling improvements, and AI-enabled support capabilities
- Develop knowledge management, documentation, and training programmes
- Monitor KPIs and performance metrics to improve service delivery and client satisfaction
- Manage critical client escalations and promote a proactive support culture
- Strengthen team capability, accountability, and organisational structure
Requirements
- 10+ years’ experience in customer support or client services leadership within SaaS or technology
- Strong knowledge of capital markets, trading infrastructure, brokerage, or fintech environments
- Proven track record of scaling and transforming support functions in high-growth businesses
- Strong understanding of support operations, SLAs, and incident management
- Experience implementing support systems, automation, and operational improvements
- Excellent leadership, stakeholder management, and communication skills
What Success Looks Like
Within the first 12 months, the successful candidate will have implemented a scalable global support structure, improved operational efficiency and client satisfaction, and introduced processes and systems capable of supporting continued business growth.
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