Liverpool (hybrid working)
As Head of Support, you will lead a team of five support specialists responsible for delivering high-quality, responsive, and proactive support across Bellrock Technologies' product suite—including Concerto, WiggleDesk, and Mobiess.
You will be accountable for the overall performance and strategic direction of the support function, ensuring it scales effectively with our growing customer base. This includes driving improvements in customer satisfaction (CSAT), while also monitoring and optimising key operational metrics such as first response time, resolution speed, ticket backlog, escalation rates, and self-service utilisation. You'll ensure that support processes are efficient, customer-centric, and aligned with industry best practices.
A critical part of your role will be facilitating seamless handovers from the Professional Services team as customers transition to live use of our platforms, ensuring readiness and continuity for long-term success. You will also lead the adoption and optimisation of HubSpot as our central platform for ticketing and customer engagement, helping to build a scalable, data-driven support model that empowers both customers and internal teams.
Key Responsibilities
* Leading and mentoring a team of five support analysts, fostering a culture of excellence, ownership, and continuous learning.
* Owning and improving CSAT scores across all Bellrock Technologies products.
* Designing and implementing support processes, SLAs, and KPIs aligned with SaaS best practices and customer expectations.
* Managing day-to-day operations of the support desk, including ticket triage, escalation handling, and resolution tracking.
* Acting as the escalation point for complex or high-impact customer issues, ensuring timely and effective resolution.
* Facilitating smooth handovers from the Professional Services team at customer go-live, ensuring readiness and continuity.
* Collaborating with Product, Development, and Professional Services teams to communicate customer feedback, identify recurring issues, and influence roadmap priorities.
* Overseeing onboarding and training of new support team members, ensuring consistent knowledge and service standards.
* Maintaining and evolving the support knowledge base, FAQs, and self-service resources to empower customers and reduce inbound queries.
* Reporting on support performance metrics to senior leadership, identifying trends and opportunities for improvement.
* Supporting incident management and post-mortem reviews for major service disruptions.
* Leading the transition to HubSpot for ticketing and customer engagement, including configuration, training, and adoption.
* Overseeing the Customer Community platform and exploring new technologies—including AI—to enhance support capabilities and customer experience.
* Championing customer advocacy across the business, ensuring the voice of the customer is heard and acted upon.
Skills & Experience
* Proven experience in leading a SaaS support function, ideally within property, facilities, or asset management domains.
* Strong understanding of CSAT, NPS, and other customer success metrics.
* Experience managing support across multiple products or platforms.
* Familiarity with HubSpot or similar CRM/ticketing platforms (e.g. Zendesk, Freshdesk, Jira).
* Excellent communication and stakeholder management skills, with the ability to influence cross-functional teams.
* Experience in managing SLAs, KPIs, and customer satisfaction programmes.
* Ability to analyse support data and translate insights into actionable improvements.
* Comfortable working in a fast-paced, customer-centric environment with multiple priorities.
What can we offer you?
Upon joining Bellrock, you can expect a comprehensive benefits package including:
25 days annual leave plus bank holidays + 1 additional day as a thank you (enjoy it, it's on us)
Salary exchange pension scheme
Life cover
Paid sick leave
Health Assured employee assistance and wellness program
Enhanced maternity, paternity and adoption leave
Salary sacrifice schemes: Cycle to work
Holiday purchase scheme of additional 5 days per year
Offers and discount scheme designed to save money on everyday shopping and essentials
Healthcare Cashplan
MotorSave Scheme
Refer a friend
Liftshare
Virtual GP
Why Bellrock?
Our people are our passion, so we're all about helping them to achieve their ambitions. That means putting everything in place for you to have a rewarding career with us. So you can go far in your career, with us behind you. And our business will grow, too. So, if you're ready to start your career journey with Bellrock we're ready to welcome you. It's a great place to be.
We would like to attract talent from all corners of the world for this role. Or commitment is to an equitable recruitment process so feel free to apply in any way that suits you. We are looking for the right person, not necessarily just the right person for this role
Apply today.