Head of Support

MCS Group is delighted to be partnering with a growing software business as they appoint a Head of Client Support. This is a senior role, with opportunity for a leader within application support to shape and scale a modern support function, combining exceptional client service with intelligent automation, operational excellence and strong people leadership.

You will take full ownership of the support strategy, develop a high-performing team and build a scalable service model capable of supporting a growing enterprise client base.

The Role

• The Head of Support will define and deliver the Support strategy for a growing client base.
• You'll lead, coach and develop the support team.
• You'll own service performance, SLAs and customer satisfaction.
• Act as the senior escalation point for key clients.
• Improve incident, problem and escalation management.
• Introduce stronger reporting, analytics and performance measures.
• Reduce recurring issues through effective root-cause analysis.
• Improve workflows, processes and support tooling.
• Drive greater use of AI, automation and self-service across the support team.
• Work closely with Product, Engineering, Delivery and Customer Success
• Represent the voice of the customer across the wider business

The Person

• Leadership experience within Client Support, Technical Support, Service Delivery or Customer Operations.
• Experience supporting enterprise customers within a software or technology business.
• A track record of improving service quality and operational performance.
• Strong people management, coaching and team development experience.
• Experience managing customer escalations and major incidents.
• A data-led approach to support metrics, reporting and decision-making.
• Experience improving support processes, workflows and platforms.
• Strong stakeholder management and communication skills.
• Experience with Zendesk, AI-enabled support tools, automation or knowledge-centred service would be particularly valuable.
• Up to £70,000 plus benefits.

All conversations will be treated in the strictest of confidence.