Head of Support

Fully Remote Permanent Competitive Salary + Benefits

A rapidly scaling connectivity platform is seeking a Head of Support to lead and redefine its global support function. The company's mission is to make seamless, affordable mobile connectivity available to businesses and their customers worldwide, and this role will be key to delivering that vision at scale.

The Head of Support will set the strategic direction for global support operations while ensuring world-class partner and customer experience. This position combines leadership with hands-on technical operations, optimising processes, tooling and workflows to support rapid growth.

Key responsibilities include:

• Leading and scaling a distributed team of 1st line agents and external support partners, with dotted-line oversight of 2nd line engineers

• Redefining support operations to align with growth, scalability and customer satisfaction objectives

• Partnering with Product, Data and Customer Success teams in a cloud-native environment

• Optimising support tooling, workflows and SLAs, including automation, integrations and reporting

• Driving continuous improvement and proactive customer support across all channels

• Proven experience leading and scaling global support teams in SaaS, telecoms or connectivity sectors

• Strong technical understanding of support operations and tooling (e.g. Zendesk, Intercom, Salesforce, Jira)

• Experience collaborating with product and engineering teams to align support with product development

• A track record of driving measurable improvements in customer satisfaction and operational efficiency

• Comfortable working in a fast-paced, high-growth, fully remote environment

This role offers the opportunity to work fully remote with an international team, lead a global support function, and make a significant impact on the scalability and success of a disruptive player in mobile connectivity.

Apply now with your CV and let's start the conversation.