Head of SaaS Customer Support

Hybrid

A leading global provider of financial software solutions is seeking a Head of SaaS Customer Operations to lead and develop a high-performing customer support team. This senior role ensures exceptional B2B application support for mission-critical SaaS and on-premises environments.

Responsibilities:

• Lead, mentor, and grow a customer support team with a customer-first mindset.
• Oversee proactive support operations for SaaS financial software solutions.
• Build strong relationships with B2B clients and key stakeholders.
• Resolve complex technical issues and manage escalations effectively.
• Drive continuous improvement of support processes, tools, and methodologies.
• Collaborate cross-functionally with Product, Development, QA, and Account Management teams.

Requirements:

• 10+ years in customer support or a related field, with at least 5 years in a leadership role.
• Proven experience supporting SaaS environments (financial SaaS preferred).
• Strong technical knowledge of application support, Windows/UNIX servers, and Oracle databases.
• Excellent problem-solving, communication, and stakeholder management skills.
• Bachelor's degree in Computer Science, Engineering, or a related IT field (or equivalent experience).

Benefits:

• Lead a high-impact team in a dynamic, collaborative environment.
• Play a key role in delivering exceptional customer experiences for B2B clients.
• Competitive package with clear growth opportunities.

Contact Seamus at Reperio for more info, or apply by sending your CV through the link.

Reperio Human Capital acts as an Employment Agency and an Employment Business.