Head of Support (SaaS)

TL;DR

Head of Support (SaaS): Leading and operating a global support function to ensure every hirify.global customer feels genuinely cared for, consistently and at scale with an accent on setting clear standards across quality, SLAs, and customer communication. Focus on building scalable systems, automation, and self-serve capabilities to reduce friction while maintaining high-quality human support.

Location: In-office 3 days a week in London.

Company

hirify.global is a mobile-first employee experience platform that puts everything employees need right in their hands, partnering with industry leaders like Domino's, JD Sports and McDonald's.

What you will do

• Lead and operate a high-performing, 24/7 distributed global support team.
• Strengthen product support and reduce engineering escalation by building deep product expertise within the team.
• Own 1:many customer success responsibilities, including customer enablements and managing renewals for smaller customers.
• Build scalable systems, automation, and self-serve capabilities to reduce friction and improve resolution time.

Requirements

• Significant experience leading Support in a SaaS environment.
• Experience managing distributed teams in a 24/7 model.
• Comfortable operating hands-on, reviewing tickets, validating issues, and raising quality.
• Strong product fluency and ability to work closely with Engineering.
• Experience owning SLAs, incident management, and customer governance.
• Commercial awareness, with experience supporting renewals or retention initiatives.

Nice to have

• European language skills including French, German or Spanish would be beneficial.

Culture & Benefits

• Competitive salary and stock options.
• 25 days’ leave + public holidays, with additional time off between Christmas and New Year.
• Private healthcare with AXA and a 3% employer pension contribution.
• Cycle to Work scheme and social events.
• Enhanced parental leave.