Head of Support

Job Title: Head of Support

Type of Employment: Permanent - Full Time - Remote

Location: This is a remote role based in the UK. You need to be based in the UK and have the rights to work without visa sponsorship. We are unable to offer visa sponsorship for this position.

About ZigZag Global

We are Returns! We're an award-winning eCommerce returns business founded in 2015 by our CEO, Al Gerrie. We live to push boundaries of smarter returns, and we want a thriving retail world where every customer experience is both delightful and considered, everything we buy can be loved and re-loved and preserving our planet is part of the fabric of how we shop.

Today, more than 200 companies across 130 countries use our SaaS platform to help reduce the cost, friction, and impact of returns. Part of our leading enterprise retail clients include Zara, Superdry, New Look, Boden, Selfridges, Sports Direct, The Hut Group, Swarovski, not to forget the Whitelabel partnership with the world's biggest logistics businesses like DHL, Evri, and FedEx.

In March 2021, ZigZag was acquired by Global Blue, an industry leader in tax-free shopping. Strengthening our reach across the global retail industry and allowing us to continue to do what we do best, help retailers manage and re-sell their returns.

About the role

At ZigZag our clients mean the world to us. We have a passionate and dedicated support team who work tirelessly to keep our clients and their customers happy and working successfully with our SaaS returns platform.

We are looking for a Head of Support to lead our team, overseeing 1st, 2nd, and 3rd line support teams. In this role, you will bring fresh ideas, a strategic vision, and experience in managing both technical and non-technical teams, along with a clear plan to grow and scale our support services.

Responsibilities:

Process Improvement and Knowledge Management

• Identify areas for improvement in the support offering, develop new processes and policies, and implement best practices.
• Work with the Customer Support Enablement Manager to develop and maintain a robust knowledge base and self-service tools to empower customers and reduce ticket volume.
• Optimize support tools such as HubSpot Helpdesk to enhance team efficiency, automate workflows, and improve customer experiences.
• Work with the Customer Support Enablement manager to continue to develop the Quality Monitoring (QM) framework to ensure consistent delivery of high-quality support.

Support Operations

• Manage the escalation process to development teams, ensuring timely and efficient resolution of customer issues.
• Optimize and develop support processes, workflows and policies to ensure consistent and effective handling of customer issues.
• Monitor SLA performance, identifying areas for improvement and taking corrective action as needed.

Product Improvement and Collaboration

• Identify areas for product improvement to reduce common incidents and recurring problems.
• Effectively communicate product feedback to the Product team and ensure prioritization of key issues.
• Communicate with customers and stakeholders to gather feedback and identify areas for support process enhancement.

Team Leadership & Management

• Implement a strategy that will foster and encourage the learning, development, and growth of the team.
• Support individual development plans (IDPs) to address skill gaps and build on strengths.
• Lead the technical and product support functions by directly managing Level 1 & 2 team leads and indirectly managing support engineers.
• Lead incident management processes, coordinating responses to critical issues and ensuring timely resolutions to minimize customer impact.

Strategic Leadership

• Develop short, medium, and long-term strategies for the Support team that align with the key goals of the business, translating this into actionable goals ensuring it informs decisions and tactics.
• Participate in cross-functional projects and initiatives, contributing expertise and supporting successful outcomes.
• Facilitate communication and knowledge sharing between the Support department and other departments to ensure alignment and synergy.

Skills/Technical Knowledge

• Multiple years of experience in managing technical and product support teams - supporting a SaaS platform, retail tech or other software solutions.
• Extensive experience as a People Manager, including leading diverse teams, fostering professional growth, managing performance, and creating a positive and collaborative team environment.
• Experience supporting a SaaS solution built in the Microsoft dotnet stack would be advantageous.
• A strong ability to maintain client satisfaction and effectively manage key stakeholders in high-pressure situations.
• Experience working with remote, international support teams.
• Know what a good software support team looks like and have a vision for how to implement it in a busy, high growth business.

Benefits:

• Competitive salary
• 24 days holiday + bank holidays + additional day holiday after every full year of service (up to 5 additional days) plus a bonus day off for your birthday.
• Flexible working options - fully remote with option to work from our London office.
• BUPA Private Medical Insurance.
• Annual L&D Budget.
• Employee referral bonus scheme.
• Flexible working hours.