Head of Technical Support

Head of Technical Support, Manchester, £75,000 - £100,000 Bens We’re working with an innovative AI tech scale-up to find them a new Head of Technical Support. They are well backed financial with a clear growth plan, this disruptive technology company blends machine learning with practical application—enabling their clients to enhance safety, reduce risk, and operate more intelligently. With expansion already underway and a proven product, they’re now looking for a Technical Support Leader to elevate their customer experience at scale. The new Head of Technical Support will grow and lead a new support team, shaping scalable processes, and ensuring every technical interaction is fast, frictionless, and high impact. Role highlights: Lead and coach a high-performing technical support team Own service performance, including SLAs, incident response, and escalation Drive improvements in tooling, ticket workflows, and customer satisfaction Collaborate across Product, Engineering and Sales to share insights and fix root causes Analyse support metrics and feedback to inform roadmap decisions Experience needed: 5 years leading support in a SaaS or cloud-first tech environment Experience managing distributed or remote teams Strong working knowledge of AWS, Azure, or GCP Clear communicator with a focus on customer outcomes Confident with CRMs, ticketing systems and service analytics Why this is an amazing opportunity: £75,000 - £100,000 salary share options & great bens A purpose-led & flexible working environment Work with next-gen AI tools & alongside talented people Working within a fast-paced, innovative environment If you have experience of leading high-performing Technical Support teams and enjoy the pace of working within an innovative scale-up environment, please apply with a copy of your CV ASAP!