Job Description
Product Support Lead – Global SaaS Business
Part-Time – 27.5 hours per week.
Hybrid – Southampton (3 days in office).
Salary – £32,000 per annum.
Areti are recruiting for a (part-time) Product Support Lead to join a fast-growing, Series-A-backed SaaS business operating in the HR / workforce technology space. This is an exciting opportunity to join a company scaling rapidly and delivering a modern, data-driven platform used by global organisations.
You’ll be a key figure in a small, high-performing team that’s the first point of contact for users. This is a hands‑on role combining operational oversight, deep product knowledge, and a focus on continuous improvement.
What you’ll do
- Lead, coach and support a small product support team (2 Engineers), ensuring consistent quality and fast, effective resolution of client queries.
- Act as the product ambassador, handling complex issues and providing guidance on platform functionality.
- Partner with Product, QA and Engineering to stay ahead of new releases, identify issues, and ensure feedback loops are tight.
- Oversee documentation and the Help Centre, keeping content accurate and useful.
- Analyse metrics such as response times, resolution rates and CSAT to drive improvements.
- Implement process and tooling enhancements that scale quality and efficiency.
- Maintain clear SOPs and ensure the team can operate independently with confidence.
Essential Experience
- Proven experience leading or managing product support or technical support team within SaaS or a tech‑first environment.
- Ability to quickly build deep product knowledge across complex, evolving platforms.
- Comfortable analysing ticket data and operational metrics to identify issues and improvements.
- Familiar with support tooling such as Jira Service Management, Zendesk or similar.
- Organised, proactive and hands‑on, equally confident rolling up your sleeves and thinking strategically.
- Excellent written communication, clear, structured and adaptable to different audiences.
Desirable Experience
- Experience driving change or tooling migrations in a support setting.
- Understanding of how AI tools can enhance customer experience and team efficiency.
Why this role matters!
This is an opportunity to define what great product support looks like in a fast‑moving SaaS business. You’ll have ownership to shape the function, improve the systems and processes behind it, and directly influence customer satisfaction and retention as we scale.
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