Job Title:
Head of SaaS Customer Operations
This is a senior leadership role in our organisation. We are looking for an experienced professional to lead our customer support team and manage complex application support for financial software in SaaS and on-premises environments.
About the Role:
We are seeking an individual with strong technical skills, excellent leadership abilities, and a proven track record in SaaS support and complex application support.
The successful candidate will have at least 5 years of experience in a leadership role and 10+ years in customer support or technical operations.
Responsibilities:
* Lead and develop the customer support team.
* Manage complex application support for financial software in SaaS and on-premises environments.
* Build strong client relationships and handle escalations effectively.
* Resolve technical issues quickly, minimising customer impact.
* Improve tools, processes, and service delivery to drive efficiency.
* Work closely with Product, Development, QA, and Account Management teams.
Requirements:
* Strong technical skills (Windows/UNIX servers, Oracle databases).
* Excellent leadership, problem-solving, and communication abilities.
* Bachelor's degree in Computer Science, Engineering, or similar.
* Proven track record in SaaS support AND complex application support.
What We Offer:
This is a critical function in a dynamic SaaS and application support environment. You will have the opportunity to shape customer experience for high-profile B2B clients and enjoy a competitive package and clear opportunities to grow.