Head of Support

TL;DR

Head of Support: Lead and operate a global 24/7 customer support function for a mobile-first SaaS employee experience platform with an accent on incident management, SLA governance, and reducing engineering escalations through deeper product expertise. Focus on building scalable support systems, automation and AI-enabled self-serve, while driving 1:many customer success outcomes like enablements, renewals, and churn-risk engagement.

Location: London, United Kingdom (in-office 3 days/week)

Company

hirify.global is a mobile-first employee experience platform providing employees with the tools they need.

What you will do

• Lead and run a high-performing distributed support organization operating 24/7.
• Set standards for quality, SLAs, customer communication, and own incident management, escalation, and customer reporting.
• Strengthen product support by building in-team product expertise and improving triage/validation before escalation to Engineering.
• Own support-side data investigations, cleanup, configuration requests, and environment-specific troubleshooting.
• Drive 1:many customer success responsibilities including enablements (feature launches, webinars, guidance, education), renewals for smaller customers, and proactive churn-risk engagement.
• Build scalable systems with automation, AI, and intelligent self-serve, including an AI-enabled help centre and in-app guidance.

Requirements

• Significant experience leading Support in a SaaS environment.
• Experience managing distributed teams in a 24/7 support model.
• Comfort 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.
• European language skills including French, German or Spanish would be beneficial.

Culture & Benefits

• Hybrid work in London with 3 in-office days per week.
• Competitive salary and stock options, including additional grants for high performers.
• 25 days’ leave plus public holidays, with extra time off between Christmas and New Year.
• Private healthcare with AXA and a 3% employer pension contribution when contributing 5%.
• Enhanced parental leave and a Cycle to Work scheme.