Technical Support Leader - SaaS AI - London (Hybrid) in London Area

Job description

At Stax, we’re partnering with a leading AI-first SaaS company that’s redefining how customer support is built, scaled, and experienced in the era of intelligent automation.

We’re looking for a Head of Customer Support — an inspiring leader who’s passionate about delivering exceptional customer experiences through innovation, data, and the power of AI.

About the Role

As Head of Customer Support, you’ll lead and scale a global support organisation that’s setting new standards for how modern B2B SaaS companies engage with their users. You’ll design and execute a forward-thinking support strategy focused on measurable outcomes, agentic AI adoption, and seamless customer journeys.

This role is ideal for a strategic yet hands-on leader who thrives in fast-paced, high-growth environments and has a deep appreciation for both technology and people.

What You’ll Bring

• 15+ years in Engineering, Technical Support, Customer Support, or Escalations, with 8+ years leading teams in high-growth B2B SaaS organisations.
• A proven record of scaling large support functions that drive measurable impact on customer satisfaction and retention.
• Expertise in SaaS metrics, lifecycle design, and data-driven management.
• A track record of driving innovation in support, including self-service and AI/agentic AI initiatives.
• A curious, experimental mindset with hands-on experience implementing automation, AI tools, or process intelligence.
• The ability to translate strategy into execution, even in high-ambiguity or high-pressure situations.
• Exceptional communication and influencing skills — you know how to rally cross-functional teams around customer-first, AI-powered initiatives.
• Experience supporting technical audiences (DevOps, APIs, AI/ML, or infrastructure) is a major plus.
• Above all, a customer-obsessed mindset and a passion for leveraging AI to transform how support is delivered at scale.

Why This Role?

This is more than just a leadership position — it’s a chance to shape the future of customer support. You’ll join a team that’s pioneering the intersection of customer experience and AI innovation, building systems that learn, adapt, and deliver at scale.

If you’re excited about reimagining what customer support can be — with the autonomy to innovate and the platform to make global impact — we’d love to hear from you.

Please be advised that, owing to the expected volume of applications, we may only be able to contact candidates selected for further consideration.

Extra information

Status

Open

Education Level

Secondary School

Location

London Area

Type of Contract

Part-time jobs

Published at

05-11-2025

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English