Job Description
Key Information
• Full-time (37.5 hours per week)
• Salary: £70,000 - £80,000 depending on experience
• Hybrid working: Central Bristol HQ with the flexibility for 1–2 remote days/week after probation
Why this role?
As Head of Product Support, you will be accountable for ensuring Ghyston consistently delivers high-quality product support for a portfolio of bespoke client applications, some of which we have built from the ground up, and others we maintain and enhance. You’ll lead a talented team, driving technical excellence and developing deep product expertise for each supported application.
You will be the technical escalation point and motivator for the team, ensuring everyone is empowered to contribute to customer satisfaction, retention, and the expansion of our commercial relationships.
You will be responsible for the ongoing optimisation of support processes, toolsets, and systems, ensuring your team can meet the diverse needs of our clients.
Crucially, you will partner closely with clients to identify new opportunities, helping translate their product visions and priorities into product backlogs and new projects that drive mutual success. Your commercial acumen will be essential in recognising how Ghyston can add value beyond support, positioning us as strategic partners in achieving our clients' goals.
Key responsibilities
• Lead and develop the Product Support team, building a high-performing culture of ownership, collaboration, and continuous improvement. Provide coaching, career development, performance reviews, and resource planning.
• Define and implement the support function's strategy, ensuring alignment with business goals, client expectations, and revenue growth targets.
• Maintain, improve, and optimise support processes, ensuring technical robustness and efficiency.
• Set objectives, KPIs, and success metrics for the support function; monitor performance and drive accountability, including commercial targets such as contract value growth, upsell opportunities, and margin improvement.
• Develop deep technical and product expertise within the product support team, covering a range of bespoke client applications, leveraging this knowledge to position Ghyston as a strategic partner.
• Be accountable for client retention; ensure high levels of client satisfaction and delivery of a customer-focused roadmap, proactively addressing issues and driving continual service improvement.
• Collaborate with clients to understand and reflect product priorities and vision within the support backlog, translating these insights into proposals for expansion opportunities, new projects, and revenue-generating initiatives.
• Act as a technical authority and escalation point for both the team and clients.
About you
• Technically strong, with hands-on experience in bespoke application support or engineering roles.
• Either ready to take the next step in your career or already experienced as a function manager.
• Experience supporting and optimising multiple bespoke applications for a diverse client base.
• Strong communicator, confident working closely with clients and internal stakeholders.
• Commercially minded, motivated by continuous improvement, growing others, and delivering tangible business value.
• Already security cleared, or willing and able to undergo security clearance.
Why join Ghyston?
• High-trust, innovative culture where you shape the future of development.
• Leadership of a talented, ambitious, and supportive team—with your influence felt company-wide.
• Significant investment in your personal and professional growth.
• Competitive salary and benefits (pension, hybrid working, wellbeing package, socials, and more).
• A role with visibility and genuine input at the heart of business-critical decisions.
Ghyston is committed to inclusive leadership and welcomes applications from all backgrounds. If you’re excited by the opportunity even if you don’t meet everything above, get in touch and let’s talk