Head of Product Support

The Adaptavist Group

Remote regions

UK

Benefits

Unlimited PTO 26w maternity 13w paternity

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Strategic Thinking & Decision Making:

  • Provide strategic direction for TAG Support’s CRM and support processes and tooling.
  • Set strategic goals for the support department aligned with the organisation's vision.
  • Analyze risks and stakeholder dynamics to inform decisions.

People and Resource Management:

  • Oversee succession planning and employee development programs.
  • Hire, onboard, and provide developmental support for Product Support Team Leads and Managers.
  • Manage support budgets and ensure efficient use of resources.

Client Focus and Customer Insights:

  • Formulate strategies to evaluate and meet clients' evolving needs.
  • Route customer insights into other teams to deliver commercially relevant insights.
  • Partner with customer success to ensure customer context is understood across the organisation.

AI, Automation, and Self Service Strategy:

  • Define and own the strategy for AI-assisted support, including agents and automated triage.
  • Evaluate and implement AI tooling with clear ROI criteria.
  • Set targets for deflection and self-serve resolution rates, tracking progress based on data.

The Adaptavist Group

The Adaptavist Group is a global family of companies that helps businesses improve through enterprise software and services across ecosystems like Atlassian and AWS. With a remote-first culture and generous benefits, they employ a diverse team focused on collaboration and innovation.

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