Part‑Time – 27.5 hours per week.
Hybrid – Southampton (3 days in office).
Salary – £32,000 per annum.
Areti are recruiting for a (part‑time) Product Support Lead to join a fast‑growing, Series‑A‑backed SaaS business operating in the HR / workforce technology space. This is an exciting opportunity to join a company scaling rapidly and delivering a modern, data‑driven platform used by global organisations.
You’ll be a key figure in a small, high‑performing team that’s the first point of contact for users. This is a hands‑on role combining operational oversight, deep product knowledge, and a focus on continuous improvement.
What you’ll do
* Lead, coach and support a small product support team (2 Engineers), ensuring consistent quality and fast, effective resolution of client queries.
* Act as the product ambassador, handling complex issues and providing guidance on platform functionality.
* Partner with Product, QA and Engineering to stay ahead of new releases, identify issues, and ensure feedback loops are tight.
* Oversee documentation and the Help Centre, keeping content accurate and useful.
* Analyse metrics such as response times, resolution rates and CSAT to drive improvements.
* Implement process and tooling enhancements that scale quality and efficiency.
* Maintain clear SOPs and ensure the team can operate independently with confidence.
* Proven experience leading or managing product support or technical support team within SaaS or a tech‑first environment.
* Ability to quickly build deep product knowledge across complex, evolving platforms.
* Comfortable analysing ticket data and operational metrics to identify issues and improvements.
* Familiar with support tooling such as Jira Service Management, Zendesk or similar.
* Organised, proactive and hands‑on, equally confident rolling up your sleeves and thinking strategically.
* Excellent written communication, clear, structured and adaptable to different audiences.
* Experience driving change or tooling migrations in a support setting.
* Understanding of how AI tools can enhance customer experience and team efficiency.
Why this role matters
This is an opportunity to define what great product support looks like in a fast‑moving SaaS business. You’ll have ownership to shape the function, improve the systems and processes behind it, and directly influence customer satisfaction and retention as we scale.
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