Head of Application Support

Role: Head of Application Support Location: Kidderminster (Fully In-Office) Salary: £55,000 - £65,000 A strategic leadership opportunity for a customer-focused professional to lead and evolve the support function for a growing ERP software provider. As Head of Software Support , youll oversee all aspects of customer supportfrom first-line troubleshooting to complex technical resolutionensuring a high-quality, consistent experience across products and teams. Youll play a key role in shaping support strategy, developing talent, and enhancing processes, while championing service excellence and cross-functional collaboration. The successful candidate will be required to be on-site Monday to Friday, so please ensure that being on-site in Kidderminster is feasible and of interest to you. Key Responsibilities Lead, coach, and inspire a team of managers and support specialists Drive performance through clear KPIs, ownership, and service delivery standards Streamline and enhance support workflows to improve speed, accuracy, and customer satisfaction Manage escalations and foster a culture of proactive issue resolution Collaborate with Development, Product, Delivery, and Sales to ensure a cohesive customer journey Continuously develop team knowledge and capability around ERP solutions Contribute to the companys leadership strategy and customer-centric goals What You Bring Proven experience in leading software support or service delivery functions Strong understanding of ERP systems or similar complex business platforms Exceptional communication, people leadership, and coaching skills Data-driven mindset with the ability to interpret KPIs and improve performance Proactive, solution-oriented approach with a focus on customer success Experience working within cross-functional leadership teams