The Company
* Rapidly scaling SaaS business delivering mission-critical risk and safety solutions to the biggest names in their market sector.
* Grown significantly & quickly through acquisition, combining multiple specialist platforms into one evolving product suite.
* A passionate, culture with strong domain expertise who are now investing in their leadership to drive scalable structure and process maturity.
The Opportunity
This is a hands-on leadership role for someone who enjoys building, coaching, and improving, with the autonomy to make a real impact.
Join as a pivotal Support Team Lead, leading a team of 10, owning the performance, structure, and development of a 24/7, 365 UK-based support function operating across multiple products.
Following significant growth, the business is now focused on improving internal processes, communication, and scalability – you’ll be key to this!
* Optimise Zendesk a well as the integration with Jira.
* Identify where AI might be able to support operational efficiency and take the lead on implementation.
* Dive into the data and drive KPI performance.
* Strengthening collaboration with Product, CS and other key teams.
* Coach, enable and inspire your team!
Alongside leadership, you’ll stay close to the detail — handling higher-level queries, supporting configuration changes, and helping the team navigate complex technical challenges across a multi-product environment.
The Ideal Candidate
* Proven experience leading or mentoring within a SaaS support or technical operations environment (Team Lead, Manager, or Senior level)
* Strong technical understanding; comfortable working across complex products, integrations, or APIs
* Experience operating beyond 1st line support, with exposure to more advanced troubleshooting and customer scenarios
* Confident working with data & able to assess performance, identify trends, and drive improvements
* Strong people leadership skills, with a focus on coaching, development, and improving team morale
* Comfortable operating in a scale-up or evolving environment where processes are still being built
* Resilient, adaptable, and confident handling challenging conversations with both customers and internal stakeholders
* Experience in regulated, compliance-led, or operationally critical environments is beneficial.
The Package
* £45k - £55k base.
* Flexible hybrid setup with offices in central and Greater London.
* Increased pension contributions.
* Private health plan.
* Life insurance.
* 35 days holiday + bank holidays!
* L&D budget.
* Access to onsite gym facilities at the Central London office