Head of Technical Support - SaaS AI - London (Hybrid)

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.