Head of Client Support

Application Support Manager / Director
Location: Cambridge/London - Hybrid
Salary: Competitive + Bonus + Benefits

The Opportunity
We’re partnering with a high-growth, technology-driven organisation to appoint an experienced Application Support Manager / Director . This is a pivotal leadership role for someone who thrives in fast-paced, evolving environments and has a proven track record of building, transforming, and scaling application support functions from the ground up.

If you’ve cut your teeth in a startup or scale-up—particularly within SaaS or an ISV ecosystem—and enjoy bringing structure, performance, and innovation to support operations, this could be your next big move.

The Role
You will take ownership of the application support function, driving strategy, operational excellence, and customer satisfaction. This role requires both hands-on capability and strategic vision, with a mandate to modernise, optimise, and future-proof support services.

Key Responsibilities

• Lead and evolve the application support function, aligning it with business growth and customer expectations
• Design and implement scalable support processes, SLAs, and KPIs
• Build, mentor, and inspire high-performing support teams
• Drive transformation initiatives, including tooling, automation, and service improvement
• Partner cross-functionally with Product, Engineering, and Customer Success teams
• Establish best-in-class incident, problem, and change management practices
• Deliver a customer-centric support experience with measurable outcomes

What We’re Looking For

• Proven experience as an Application Support Manager, Head of Support, or Director-level leader
• Strong background within a fast-paced startup or scale-up environment
• Experience in SaaS and/or ISV partner ecosystems is highly desirable
• Demonstrated success in building or transforming support functions
• Strong leadership and stakeholder management skills
• Deep understanding of support tooling, automation, and service management frameworks (e.g. ITIL)
• Commercial awareness with the ability to align support strategy to business goals

Next Steps
If you’re ready to take ownership of a transformative support leadership role, we’d love to hear from you. Apply now or get in touch for a confidential discussion.