Job Description
Role: Head of Application Support
Location: Kidderminster (Fully In-Office)
Salary: £55,000 - £65,000
A strategic leadership opportunity for a customer-focused professional to lead and evolve the support function for a growing ERP software provider. As Head of Software Support, you'll oversee all aspects of customer support-from first-line troubleshooting to complex technical resolution-ensuring a high-quality, consistent experience across products and teams.
You'll play a key role in shaping support strategy, developing talent, and enhancing processes, while championing service excellence and cross-functional collaboration.
The successful candidate will be required to be on-site Monday to Friday, so please ensure that being on-site in Kidderminster is feasible and of interest to you.
Key Responsibilities
* Lead, coach, and inspire a team of managers and support specialists
* Drive performance through clear KPIs, ownership, and service delivery standards
* Streamline and enhance support workflows to improve speed, accuracy, and customer satisfaction
* Manage escalations and foster a culture of proactive issue resolution
* Collaborate with Development, Product, Delivery, and Sales to ensure a cohesive customer journey
* Continuously develop team knowledge and capability around ERP solutions
* Contribute to the company's leadership strategy and customer-centric goals
What You Bring
* Proven experience in leading software support or service delivery functions
* Strong understanding of ERP systems or similar complex business platforms
* Exceptional communication, people leadership, and coaching skills
* Data-driven mindset with the ability to interpret KPIs and improve performance
* Proactive, solution-oriented approach with a focus on customer success
* Experience working within cross-functional leadership teams