Head of Support
Employer: eSim Go
Location: Remote
Working hours: Full time
Salary: 60000 GBP – 80000 GBP (Annum)
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The role
We are seeking a Head of Support to lead our Support team. The successful candidate will set the strategic direction of eSIM Go’s global Support operation, guaranteeing prompt, high-quality, and proactive support for partners across all segments. This position is seen as a primary contributor towards enhancing partner and customer satisfaction, gleaning operational insights, and improving products. The successful candidate will have the chance to redefine the Support function to align with the company’s growth and scalability objectives.
Who are we?
Our key mission at eSIM Go, is to empower businesses to bring seamless, affordable connectivity to their customers, wherever they go. We bring a new disruptive approach to the traditional wholesale business model, combining best-in-class technology with Tier 1 Mobile Network Operators. With our support, businesses all over the world are unleashing the power of eSIM to their customers, and the huge growth we’re enjoying now is testament to our hard work and highly skilled team. We leverage technology in everything we do, but it’s our people who really make the magic happen.
We move fast with new opportunities arising as we continue to grow. If you’re looking to accelerate your career in a fun, energetic and forward-thinking company, get in touch.
Responsibilities
Leadership & Team Management
Lead, coach and develop the internal 1st line / front line support team
Manage relationships and performance of the outsourced frontline support vendor
Provide dotted-line leadership and collaboration for 2nd line support engineers embedded in squads
Foster a coaching culture that values partner centricity, ownership and accountability, learning, and continuous improvement
Support Operations & Strategy
Own responsibility for maintaining and evolving the relationship between front-line Support into 2nd/3rd line technical experts, ensuring structure is maintained with each escalation into their respective business units.
Own and evolve support processes, SLAs, and workflows to ensure speed, accuracy, and consistency
Monitor and report on key metrics: CSAT, first response and resolution time, backlogs, and partner feedback
Reduce partner pain points by proactively identifying and escalating recurring product issues
Design and implement feedback loops into Product, CS and Squads (teams) to improve the partner experience
Play a key role in shaping the strategy for current and future support tooling, starting with Zendesk and evaluating future integrations e.g. WhatsApp, CRM
Partner Experience
Represent the voice of the partner in support conversations and ensure support is tightly aligned with eSIM Go’s customer-centric strategy
Support all partner segments from self-serve long-tail to high-value strategic accounts, balancing scale with quality
Play a key role in the launch and ongoing performance of the UK Domestic proposition from a support and CX standpoint
Ownership of FAQs and Knowledge bases to deliver one-to-many solutions as part of the ticket resolution strategy.
Cross-Functional Influence
Collaborate closely with CS/CX, Product, Development, Data, and Squad Leads to align support with roadmap priorities
Contribute insights to shape tooling investments, knowledge bases, proactive comms, and automation opportunities
Help define and deliver against support’s role within eSIM Go’s broader customer excellence strategy
Tools
Zendesk, Tableau, WhatsApp, HubSpot
Success criteria over time
Support SLAs are met or exceeded across all segments
CSAT shows a marked improvement (and consistency)
WhatsApp and other new support channels are scoped or launched effectively to reduce partner support via non-authorised channels (personal WhatsApp)
Feedback from Support consistently feeds into squads and teams, influencing the product roadmaps
Recurring partner issues are reduced or addressed through systemic change
Ideal Profile
Proven experience leading B2B & B2B2X support teams in tech/telco/SaaS, ideally in scale-up environments
A strong coach who lifts team performance through clarity, accountability and care, leaning on culture, values and behaviours to achieve desired results.
Data-driven and operationally sharp, understands SLAs, workflow design, tooling and reporting
Possessing a strategic and hands-on approach, the ideal candidate will collaborate cross-functionally to identify and resolve the root cause of issues, developing processes for sustained success.
Excited by change and passionate about delivering world-class customer experiences.
Excellent interpersonal skills, confident working across cross-functional business areas, aligning with their priorities and metrics to achieve the company’s success definitions.
Experience with Zendesk (or similar tools), support automation and channel diversification a plus
Role Type
Anywhere • Permanent • Full-time • Director
Pay Rate
60000 GBP – 80000 GBP (Annum)
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