Job Description

Head of Customer Support – B2B SaaS / Technology
Permanent
Location: UK – Remote (travel to Oslo once a week)
Salary: £70,000 - £90,000 (+ benefits)

We are looking to recruit a Head of Customer Support for a growing global B2B SaaS organisation that provides digital technology solutions to education, enterprise and professional customers.

They are looking for an experienced Head of Customer Support to lead and improve their B2B customer support operation across multiple locations.

This is a senior leadership role for someone who can define what excellent customer support looks like in a B2B technology environment, build a scalable multi-tier support model, and use data, coaching and process improvement to raise standards across the team.

This is a remote role however you will be expected to travel to my client’s office in Oslo, Norway at least once a week.

The Role

As Head of Customer Support, you will be responsible for leading support operations across multiple locations, ensuring customers receive a consistent, high-quality service.

You will design and improve support processes, introduce clear performance metrics, manage SLAs, and develop the team from a reactive ticket-handling function into a proactive, customer-focused support operation.

This role would suit someone who has led customer support, service desk, helpdesk or service delivery teams in a B2B SaaS, software, IT services or technology environment.

Key Responsibilities

• Lead and develop a customer support function across multiple locations.
• Define and embed best practice for excellent B2B customer service.
• Design, implement and improve a multi-tier support model, such as Tier 1, Tier 2 and Tier 3 support.
• Establish clear KPIs and performance metrics, including response times, resolution times, SLA achievement, escalation rates and customer satisfaction.
• Use ticketing data and operational insight to identify bottlenecks, improve workflows and drive continuous improvement.
• Optimise support tools such as Zendesk, Jira Service Management, Freshdesk, Salesforce Service Cloud or similar.
• Coach, mentor and develop support leads and support agents.
• Manage team performance, workload, resource planning and cross-location coverage.
• Act as an escalation point for high-value B2B customers and critical service incidents.
• Work closely with Product, Engineering, Revenue and Operations teams to improve customer outcomes.

Skills and Experience Required

• Experience leading a customer support, service desk, helpdesk or service delivery function in a B2B environment.
• Background in SaaS, software, IT services or technology-led customer support.
• Experience managing SLAs, KPIs, escalations and customer satisfaction metrics.
• Proven ability to improve, restructure or scale a support function.
• Experience managing multi-tier support models.
• Strong people leadership skills, including coaching, performance management and team development.
• Experience working with ticketing, CRM or service management tools.
• Strong stakeholder management skills, including the ability to communicate clearly with senior internal stakeholders and high-value customers.
• Comfortable working across more than one location, region or country.

Desirable Experience

• Previous experience in a B2B SaaS business.
• Experience supporting enterprise customers or strategically important accounts.
• ITIL Foundation or similar service management certification.
• Experience with Zendesk, Jira Service Management, Salesforce Service Cloud, Freshdesk or similar tools.
• A track record of customer service transformation or support model redesign.