Head of Customer Support (SaaS Capital Markets Infrastructure)

Job Description

The company is a rapidly developing SaaS startup that provides mission-critical technology to financial institutions worldwide. Our product range covers trading infrastructure, risk management, liquidity aggregation, hosting, and client lifecycle systems.

As their client base grows and our products become more complicated, they are focusing on creating a world-class customer support operation. They are looking for a Head of Customer Support to help change and expand our worldwide support operation. This is a construction, structure, and optimisation requirement. This function involves enhancing a current team's structure, skills, and operating methodology.

Key Responsibilities

Implement organised ticket lifecycle management (SLAs, prioritisation, and escalation pathways). Standardise incident management frameworks (major incidents, post-mortems, root cause analysis).

Implement runbooks, playbooks, and SOPs for all products.

Ensure consistency across 5+ products using unified support standards. Implement top-tier support tools, including ticketing, monitoring, alerting, and knowledge bases.

Implement automation to decrease manual workloads (auto-routing, notifications, self-service tools).

Use AI to lessen the manual workload (chatbots, self-service agents).

Integrate support systems into product telemetry and monitoring infrastructure and create and manage a centralised knowledge base.

Develop systematic training programs for new and existing team members.

Ensure thorough product understanding across all support layers. Collaborate closely with product teams to transform releases into supportable documentation.

Define and track KPIs.

o Response and resolution times.

o Service Level Agreement adherence.

o First contact resolution

o Customer satisfaction (CSAT).

Create real-time dashboards and reports for management. Use data to drive ongoing improvement. Increase assistance from reactive to proactive client involvement.

Manage important customer escalation and critical events. Collaborate with Sales and Relationship Management to ensure customer retention and growth.

Lead the improvement of the existing team's competencies, structure, and accountability.

Establish defined responsibilities, ownership, and performance expectations.

Strike a balance between updating the organization and retaining significant institutional knowledge.

Requirements

10+ years of experience in customer support and client services within SaaS or technology.

Strong expertise in capital markets, trading infrastructure, and broking technology.

Proven experience expanding support teams in high-growth situations.

Experience managing support organisations for several products or platforms.

Comprehensive knowledge of support processes, SLAs, and issue management.

Capability to impart structure to dynamic ecosystems.

Experience with support tools, automation, and integrations.

Comprehensive grasp of system, data, and workflow interactions, as well as product and domain knowledge.

o Trading platforms/OMS.

o Liquidity and execution workflows

o Market statistics and pricing

o Risk management principles

Capability to bridge technical and commercial issues. Leadership & Transformation

Experience changing teams rather than just managing them.

Strong people leadership and change management abilities.

Confident in making structural and performance-driven decisions.

Experience dealing with institutional clientele (brokers, banks, fintechs)

Excellent escalation management and communication abilities.