Head of Global Support

Head of Global Support - SaaS / AI Business (UK-based) Hybrid - Cambridge/London

Are you a visionary support leader ready to shape the future of customer success on a global scale? We're hiring on behalf of an innovative, high-growth SaaS/AI business looking for a Head of Global Support to lead and scale their international support function.

The Opportunity: This is your chance to join a fast-scaling AI-driven software company that's transforming the way enterprises operate. Backed by major investors and used by some of the world's most recognisable brands, this UK-headquartered business is now looking for a world-class leader to take their customer support operations to the next level.

The Role:

1. Own the vision, strategy, and execution of a 24/7 customer support function across multiple regions and time zones.
2. Lead and grow a high-performing global support team.
3. Build scalable support processes and infrastructure for a fast-moving SaaS/AI environment.
4. Drive world-class SLAs, CSAT, and customer retention metrics.
5. Partner closely with product, engineering, and customer success teams.
6. Leverage data, AI tools, and automation to continuously improve support efficiency and experience.

What We're Looking For:

1. Proven experience leading global support/customer service teams in a SaaS or AI/ML tech business.
2. Strong background in scaling support functions through rapid growth (Series B/C and beyond).
3. Strategic mindset with hands-on execution capability.
4. Experience with modern support tooling, AI integration, and remote-first team models.
5. A passion for delivering exceptional customer experience, at scale.

Location: UK-based (hybrid model). Must be comfortable working with global teams across multiple time zones.