MCS Group | Your Specialist Recruitment Consultancy
Head of Support
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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.
- Lead, coach and develop the support team.
- 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.
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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.
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Salary
Up to £70,000 plus benefits.
To speak in absolute confidence about this opportunity, please send an up-to-date CV via the link provided or contact Chris Busby, Associate Director - IT Recruitment, at MCS Group.
Even if this position is not right for you, we may have others that are. Please visit MCS Group to view a wide selection of our current and exclusive roles www.mcsgroup.jobs.
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