We are partnering with a growing UK SaaS business that delivers mission critical software into housing, property and field operations environments.
They are now hiring a Technical Support Team Leader to run a remote first support function. This is a true player manager role. You will lead from the front, act as the point of escalation, and coach a small team while remaining hands on with complex technical issues.
This is not a corporate service desk role. It is a customer facing, commercially aware position inside a fast moving software company.
The Role
You will:
* Lead, mentor and develop a team of 1st and 2nd Line Support specialists
* Act as the senior escalation point for complex technical or customer issues
* Take ownership of ticket quality, prioritisation and SLAs
* Support onboarding, customer training and adoption of new features
* Work closely with Product and Engineering to improve service delivery
* Drive continuous improvement across support processes and documentation
You will be measured on team performance, customer satisfaction and resolution quality.
What We Are Looking For
* Strong background in 1st and 2nd Line Support within a SaaS environment
* Previous experience mentoring or leading a small team
* Hands on experience with Zendesk or similar help desk platforms
* Good working knowledge of SQL and databases
* Understanding of AWS or cloud hosted environments
* Calm, pragmatic problem solver with exceptional communication skills
Experience within Field Service Management, PropTech or housing software would be beneficial but is not essential.
Why Join
* Genuine ownership and visibility
* Small team where your impact is immediate
* One day a week in the Exeter office
* Opportunity to shape how support evolves as the business grows
If you are currently leading support in a SaaS business and want a role where you can influence standards, coach others and still stay technically sharp, this is worth a conversation.