Customer support & client services managers Work, Jobs in Waltham Cross, Ess (with Salaries)

Head of Customer Support
Aptitude Software —London
- Weekend availability
- Hybrid work
- Analysis skills
- Leadership
- Communication skills
Quick apply
1h
Service Coordinator Team Leader
Dyno Rod —Enfield
- £30,000 - £36,000 a year
- Overtime
- Maintenance
- Supervising experience
- In-person
- Free parking
- Life insurance
Quick apply
Customer Support Team Lead
Flatpay —London
- English
- Leadership
Quick apply
Head of Client Services
GetAgent —London
- £80,000 - £90,000 a year
- Hybrid work
- Travel
- Leadership
Client Services Manager
Socaan Business Solutions Ltd —London
- £3,800 - £4,300 a month
- Full-time
- Management
- Customer service
- English
Quick apply
15h
Sales Support Team Leader
Entel UK Ltd —Borehamwood
- Up to £35,000 a year
- Full-time
- Microsoft Word
- Microsoft Excel
- Customer service
- Free parking
- Referral programme
Quick apply
Customer Support Lead
Legl —London
- Hybrid work
- AI
Head of Customer Operations
Redress Digital Services Ltd —London
- £5,800 - £7,200 a month
- Full-time
- CRM software
- English
- In-person
- Free parking
Quick apply
1d
Client Services Manager
Qureos Inc —London
- £48,000 - £64,000 a year
- Full-time
- CRM software
- Marketing
- Microsoft Office
- Annual leave
Customer Service Manager
Restore PLC —London
- £50,000 a year
- Monday to Friday
- Customer service
- Continuous improvement
- Leadership
- Free parking
- Annual leave
Supervisor, Customer Service
Blackhawk Network —Hemel Hempstead
- Weekend availability
- Hybrid work
- Customer service
- Human resources
- Annual leave
- Employee assistance programme
6d
Customer Services Manager
Global Switch —London
13d
Customer Care & Quality Team Leader
Clarion Housing Group —North London
- £37,854 - £47,319 a year
- Full-time
- Hybrid work
- Travel
- Communication skills
1d
Guest Experience & Welcome Manager
Rapport —London
- £45,000 a year
- Full-time
- Hospitality
- Employee assistance programme
- Employee discount
VP, Customer Experience & Services
ComplyAdvantage —London
- £225,000 - £290,000 a year
- AI
- Leadership
- Annual leave
- Employee discount
Quick apply
4d
BPO Senior Manager
Wayfair —London
- £72,500 - £105,125 a year
- Full-time
- Microsoft Excel
- Customer service
- Travel
- Employee discount
- Gym membership
Product Sales Supervisor
Health Partners —Waltham Abbey
- £30,000 a year
- Full-time
- Sales
- Team management
- Leadership
- Annual leave
4d
Head of Member Experience & Support
PRS for Music —London
- Full-time
- Hybrid work
- CRM software
- Customer service
- Salesforce
- Work from home
- Employee discount
1h
Quality Control Representative
Flatpay —London
- CRM software
- Customer service
- English
Quick apply
4d
EMEA Customer onboarding Lead
Digital Realty —London
- Full-time
- Customer service
- Supervising experience
- Bachelor's degree

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Head of Customer Support

Aptitude Software -
London

Quick apply

Job details

Full-time
1 hour ago

Qualifications

Jira
Analysis skills
Zendesk
B2B
ServiceNow
Customer support
SaaS
Leadership
Communication skills

Full job description

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

Act as an executive escalation point for critical issues.
Reduce cost-to-serve while maintaining enterprise-grade service quality and customer trust.

Skills, knowledge and experience

Essential

Proven leadership of enterprise B2B SaaS support teams managing complex products and high-value customers.
Track record of transforming support operations, improving SLAs, reducing backlog, and enhancing resolution quality.
Strong understanding of cross-functional support models across Product, Engineering, Cloud Operations, Customer Success, Services, and Commercial teams.
Experience handling senior customer escalations with professionalism, structure, and clear communication.
Strong analytical skills, with the ability to define metrics, identify trends, and drive root-cause improvements.
Experience with support platforms such as Jira Service Management, Zendesk, ServiceNow, Salesforce Service Cloud, or similar.
Demonstrated use of knowledge management, automation, self-service, and AI to improve support efficiency and scale.
Excellent leadership, coaching, and team development capability.
Strong written and verbal communication skills, including executive-level reporting and customer updates.
Comfortable operating in a hands-on role spanning strategy, operations, and people leadership.

Desirable

Experience with financial software, ERP, revenue management, or other mission-critical enterprise platforms.
Experience supporting global customers across multiple time zones (including APAC and North America).
Background in SaaS transformation, including migration from on-premise to cloud-based support models.
Experience designing tiered support offerings, managed services, or premium support models.
Experience working in organisations undergoing change, transformation, or rapid growth.

Quick apply

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customer support & client services managers jobs in waltham cross, ess

Head of Customer Support

Service Coordinator Team Leader

Customer Support Team Lead

Head of Client Services

Client Services Manager

Sales Support Team Leader

Customer Support Lead

Head of Customer Operations

Client Services Manager

Customer Service Manager

Supervisor, Customer Service

Customer Services Manager

Customer Care & Quality Team Leader

Guest Experience & Welcome Manager

VP, Customer Experience & Services

BPO Senior Manager

Product Sales Supervisor

Head of Member Experience & Support

Quality Control Representative

EMEA Customer onboarding Lead

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