Head of Support

Job Description: Head of Support

Position Overview

Job Title : Head of Support Department: Services Reporting To: SVP, Services

Overview Tookitaki is looking for a commercially minded and operationally strong Head of Support to lead and scale our support organisation globally. This role owns two outcomes above all else: building a support organisation that operates at break-even at the CTC level, while consistently maintaining an SLA breach rate below 2%. The ideal candidate combines strong SaaS/fintech support leadership with commercial discipline, technical understanding, and the ability to build a high-performance support operation without solving every problem by adding headcount.

Position Purpose

Own the end-to-end performance of Tookitakiʼs Support function, balancing exceptional customer service with operational and financial efficiency. The Head of Support will build the operating model, team structure, processes, tooling and governance required to deliver predictable SLAs at scale while driving the organisation towards financial self-sustainability.

Key Responsibilities

• Own the overall Support organisation globally, including people, processes, tooling, capacity planning and performance.
• Drive the Support organisation to break-even at the CTC level, with clear visibility into support revenue, people costs and cost-to-serve.
• Maintain an SLA breach rate below 2% through rigorous queue management, prioritisation, escalation and capacity planning.
• Establish and continuously improve support SLAs, operating procedures, escalation matrices and incident-management processes.
• Build workforce and capacity models based on ticket volumes, complexity, customer commitments and anticipated business growth.
• Improve support productivity through automation, self-service, knowledge management and better use of support tooling.
• Develop clear metrics around ticket volumes, resolution times, SLA performance, utilisation, productivity and cost-to-serve.
• Own support performance reviews and establish strong operating rhythms across daily, weekly and monthly metrics.
• Partner closely with Product and Engineering to identify recurring product issues, improve root-cause resolution and reduce repeat support demand.
• Work with Customer Success, Sales and Finance to understand customer commitments, support economics and opportunities to monetise premium or enhanced support.
• Recruit, coach and develop a high-performance support team with clear accountability and career progression.
• Act as the senior escalation point for critical customer issues and ensure timely, structured communication during major incidents.
• Identify structural causes of support demand and proactively eliminate avoidable tickets rather than simply increasing support capacity.

Qualifications and Skills

Education

• Bachelorʼs degree in Engineering, Computer Science, Information Systems, Business or a related discipline.
• Relevant postgraduate qualifications or professional certifications are advantageous but not mandatory.

Experience

• 10 years of experience across technical support, customer support, service delivery or related functions, with meaningful leadership experience.
• Demonstrated experience leading a Support or Service Delivery organisation in B2B SaaS, fintech, RegTech, banking technology or enterprise software.
• Experience managing high-volume and business-critical customer support environments with contractual SLAs.
• Proven ability to manage support economics, headcount planning, productivity and cost-to-serve.
• Experience building or significantly transforming a support organisation, rather than only operating an established model.
• Experience supporting enterprise customers across multiple markets and time zones is strongly preferred.

Technical Expertise

• Strong understanding of enterprise SaaS support environments, incident management and escalation processes.
• Ability to work effectively with Engineering and Product teams on technical investigations and root-cause analysis.
• Strong understanding of ticketing and support platforms such as Zendesk, Freshdesk, Jira Service Management, ServiceNow or equivalent.
• Strong command of support analytics, including SLA performance, response/resolution times, ticket ageing, backlog, utilisation and capacity.
• Experience implementing automation, knowledge bases, self-service and AI-enabled support workflows.
• Familiarity with fintech, banking, AML/compliance or RegTech environments is highly advantageous.

Soft Skills

• Strong commercial mindset with the ability to balance customer outcomes against operating economics.
• Highly data-driven and comfortable making decisions based on operational metrics.
• Strong sense of ownership and urgency, particularly during customer escalations.
• Excellent stakeholder management across customers, Engineering, Product, Customer Success, Sales and Finance.
• Ability to challenge existing processes and redesign them for scale and efficiency.
• Strong people leadership, coaching and performance-management capabilities.
• Clear and confident communicator, including with senior customer stakeholders.

Key Competencies

• Commercial and P&L orientation
• Operational excellence
• Customer obsession
• SLA and service-management discipline
• Data-driven decision making
• Capacity and workforce planning
• Process optimisation and automation
• Technical problem solving
• Incident and escalation management
• Cross-functional leadership
• Talent development and performance management
• Bias for action and accountability