Head of Technical Support & Customer Experience

Northampton Business Directory; Kettering; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A tech support company in Kettering is seeking a Head of Technical Support to lead and optimize their technical support function. The ideal candidate will possess extensive experience in technical support leadership and operations, as well as a strong technical background. This role will involve managing a multi-regional support team, developing strategies, and enhancing customer satisfaction through excellent support services. Join a company that values integrity and continuous improvement with hybrid working flexibility.

Benefits

Career development opportunities

Hybrid working flexibility

Dynamic work environment

Qualifications

• Experience in technical support or customer success leadership roles.
• Strong understanding of support operations and best practices.
• Technical background and familiarity with service‑based business systems.

Responsibilities

• Develop and execute technical support strategy aligned with business goals.
• Lead, mentor, and grow a multi-regional support team.
• Oversee ticket management, escalations, and SLA compliance.

Skills

Technical support leadership

Team management

Customer success

Jira reporting tools

Education

Degree in Computer Science, Engineering, Business, or related field

Job description

A tech support company in Kettering is seeking a Head of Technical Support to lead and optimize their technical support function. The ideal candidate will possess extensive experience in technical support leadership and operations, as well as a strong technical background. This role will involve managing a multi-regional support team, developing strategies, and enhancing customer satisfaction through excellent support services. Join a company that values integrity and continuous improvement with hybrid working flexibility.