Head of Customer Support with a SaaS Delivery background to join a fast-growing HR software company. Their innovative HRIS platform helps businesses manage everything from recruitment and onboarding to payroll and performance management. With a 25% growth in the past year, they are looking for a Head of Customer Support to join the expanding team. As Head of Customer Support, you will lead and inspire a talented team to deliver outstanding support to customers. Drive team performance, coach team members, and ensure customer satisfaction and company success. Location: Remote-first but UK-based for essential company events. Travel to London will be required on a quarterly basis for team meetings. Salary: £60,000 - £70,000 (Based on Experience) Key Responsibilities Lead, mentor, and develop the Customer Support team, fostering personal and professional growth to improve engagement and retention. Set and track performance metrics to ensure continuous improvement. Handle escalations for complex client concerns and resolve complex issues swiftly to maintain high levels of customer satisfaction. Collaborate with Heads of Customer Success and Client Implementations to define clear roles, responsibilities and development pathways for the team. Lead the recruitment process when necessary to maintain and enhance team capacity and capability. Deliver onboarding and training programs to ensure new hires are fully integrated and able to contribute quickly. Handle HR matters in accordance ..... full job details .....