Head of Product Support

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.