Head of Product Support (SaaS)

TL;DR

Head of Product Support (SaaS): Overseeing global support operations and ensuring the delivery of exceptional support services across the product portfolio with an accent on strategic direction, AI-assisted support, and performance KPIs. Focus on building high-performing teams, optimizing support quality, and integrating AI tooling to reduce resolution time.

Location: Remote (Must be based in the UK)

Company

The hirify.global Group is a global family of companies providing enterprise software, tailored solutions, and services across ecosystems like Atlassian, AWS, and Slack.

What you will do

• Define and lead the strategic direction for global CRM, support processes, and tooling.
• Develop and oversee the AI-assisted support strategy, including automated triage and intelligent self-service mechanisms.
• Manage people and resources, including hiring, onboarding, and coaching Product Support Team Leads and Managers.
• Implement a support metrics framework focused on customer experience, operational efficiency, and SLAs.
• Collaborate with stakeholders in engineering, product management, and customer success to route customer insights into product strategy.
• Manage support budgets and ensure the efficient use of resources.

Requirements

• Proven experience leading and managing technical support teams in SMB or larger organisations.
• Strong expertise in people leadership, coaching, and building high-performing teams.
• Ability to use data and insights to drive processual and cultural change.
• Experience in project management and stakeholder engagement across various functions.
• Must be located in the UK.

Nice to have

• Experience with the Atlassian product suite and multi-product environments.
• Background in evaluating AI-assisted support technologies (agents, deflection, triage).
• Experience working with C-level stakeholders to deliver programs of work.
• Technical familiarity with Groovy, Java, JavaScript, or TypeScript.
• Bachelor's degree in Computing Science or equivalent experience.

Culture & Benefits

• Remote-first culture with flexible working hours to fit work around your life.
• Generous PTO allowance and a comprehensive Time Away Policy for diverse family and health needs.
• Provision of MacBooks and financial support for home office setups.
• Inclusive work environment dedicated to diversity and equal opportunities.