Head of Customer Support - Edinburgh
Bright Purple are looking for a Head of Customer Support to join a ever growing SaaS client. You’ll be part of a values-led, local team that believes in taking ownership, making things happen, and doing great work together. Expect greenfield projects, hands-on responsibility, and the chance to make a real impact in a growing business.
What is in it for you:
* Salary up to £60,000
* Hybrid working
* 33 days annual leave
* Vibrant and collaborative office in Leith
* Autonomy, influence, and career development in a high-growth environment
The Role:
* As Head of Technical Support, you’ll lead and grow a small but high-performing team.
* This is a technical, sleeves-rolled-up kind of role, perfect for someone who loves diving into complex WiFi and networking issues while mentoring and coaching others.
What You’ll Be Doing:
Leading the technical support team and setting the standard for service excellence
Providing second and third-line support for users of Stampede’s SaaS platform
Troubleshooting complex networking, WiFi, and connectivity issues
Managing the onboarding and rollout of Stampede products to new clients
Collaborating with product, engineering, and customer teams to resolve escalations
Driving internal improvements in support processes and documentation
Hiring, training, and mentoring support engineers as the team grows
Acting as a trusted technical point of contact for customers
What We’re Looking For:
Proven experience leading technical support or service delivery in a SaaSenvironment
Deep networking knowledge
Hands-on experience with cloud-managed WiFi systems
Skilled in configuring and troubleshooting networking hardware
Understanding of captive portals, access control, and splash page configuration
Comfortable with tools like HubSpot, Zendesk, or other CRM/ticketing platforms
Excellent communicator – confident with both technical and non-technical users
Good grasp of GDPR and data protection best practices
If you’re an experienced tech support leader ready to make your mark in a fast-growing SaaS business with a strong product and supportive team, we’d love to hear from you.
Apply now with your CV and a member of the Bright Purple team will be in touch.
Bright Purple is an equal opportunities employer: we are proud to work with clients who share our values of diversity and inclusion in our industry.
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