At Aptitude, we’re on a mission to change the way the world’s leading enterprises understand and grow their businesses. Our industry-leading finance data platform, Fynapse, helps organizations streamline their operations, unlock trusted insights and accelerate growth.
We’re proud to be building a global team of passionate and ambitious people who love solving complex challenges and making an impact. We celebrate diverse perspectives and believe that our differences make us stronger, smarter and more creative.
With our headquarters in London and offices in seven locations worldwide, we’re proud to partner with clients across four continents. Wherever you join us, you’ll be part of a global community shaping the next generation of finance technology.
Job Title: Head of Customer Support
Location: London (Hybrid with Minimum 2 days a week in the office)
Hours: 37.5 hours per week including some weekends and bank holidays
About the Job
Aptitude is hiring a Head of Customer Support to transform and lead our global Customer Support function as the business continues its transition to SaaS and drives Fynapse-led growth.
As the owner of the global support operating model, which will include day-to-day support performance, customer escalation governance, and the continuous improvement agenda, you will use your proven track record of experience to deliver faster, clearer, and more consistent outcomes for our enterprise customers.
The depth of expertise you have gained in similar roles will be a real asset in this hands-on leadership role with the successful candidate bringing their knowledge and experience to inspect operational detail, remove process friction, coach and upskill the team, strengthen the interface with Product and Engineering, and use data, automation, and AI selectively to improve service quality and scale.
As an experienced Head of Customer Support, you will bring your enterprise B2B SaaS support experience, strong operational discipline, credible stakeholder management, and demonstrate an ability to operate across complex customers, contractual SLAs, product defects, cloud operations, and global time zones.
Key Responsibilities
Strategy & Operating Model
Define and implement a global support strategy, operating model, and service framework aligned to business priorities.
Establish clear roles, decision rights, escalation paths, and a continuous improvement roadmap.
Support Delivery & Performance
Own end-to-end support operations including SLAs, queue management, prioritisation, backlog health, and escalation handling.
Drive improvements in response and resolution times, reducing backlog and ticket aging.
Ensure consistent, high-quality customer communication across incidents, defects, and service updates.
Cross-Functional Collaboration
Partner with Product, Engineering, Cloud Operations, and Customer Success to resolve defects, manage releases, and address recurring issues.
Strengthen feedback loops to ensure customer insights and root causes inform product and service improvements.
Process, Tooling & Automation
Optimise support processes, workflows, and tooling to improve efficiency and consistency.
Leverage AI, automation, analytics, and self-service to enhance triage, routing, and knowledge management.
Performance & Insight
Implement a robust performance framework using metrics such as SLA attainment, response/resolution times, CSAT, backlog, and escalation trends.
Translate support data into actionable insights and continuous improvement initiatives.
People Leadership
Build, lead, and develop a high-performing support team with strong technical, customer, and analytical capabilities.
Foster a culture of accountability, ownership, and customer-centricity.
Customer Experience & Cost Efficiency
If you’re interested in working at Aptitude, but don’t feel you meet every single requirement of the role, we’d still like to hear from you! A diverse workforce is an essential part of our culture, and we’re dedicated to ensuring that our staff can show up as their authentic self – safe in the knowledge that their differences will be embraced and respected by all. We’re strong advocates of supporting applicants from a wide variety of backgrounds which include different ages, genders, ethnicities, physical abilities and sexual orientation, and we work hard to build the confidence of our workforce through inclusivity, equity and ongoing training. So, if you’re excited about this role but your past experience doesn’t align perfectly with every requirement, we’d encourage you to apply anyway. You might be just the candidate we’ve been looking for, whether it’s for this role or another.
