Helpdesk Lead
Job Summary
We are recruiting on behalf of a fast-scaling SaaS company in the RegTech sector for an experienced Head of User Support. This leadership role is ideal for someone passionate about driving customer satisfaction and operational excellence in a regulated technology environment. You will lead global support operations, manage a high-performing team, and collaborate cross-functionally to deliver a seamless user experience.
Company Information
Our client is a pioneering SaaS platform operating within the RegTech and financial technology space. Known for its innovative approach to customer due diligence, the company offers intelligent digital solutions that streamline compliance processes for financial institutions and fintechs.
- Industry: RegTech / SaaS / Financial Technology
- Culture: Collaborative, fast-paced, and innovation-driven
- Team: You’ll lead the User Support team and work closely with Product, Engineering, and Customer Success
- Mission: To transform compliance operations through intelligent automation
- Values: Excellence, transparency, and continuous improvement
Responsibilities and Duties
As Head of User Support, you will:
- Lead and mentor the global User Support team, fostering a culture of excellence
- Oversee daily help desk operations and ensure timely resolution of user issues
- Develop and implement support strategies to improve satisfaction and efficiency
- Monitor and report on KPIs such as FRT, TTR, CSAT, and escalation rates
- Collaborate with cross-functional teams to resolve recurring user issues
- Manage escalations and ensure SLA adherence
- Maintain comprehensive documentation of support processes
- Drive continuous improvement initiatives across support operations
Qualifications and Skills
To succeed in this role, you should bring:
- Proven experience in SaaS support within regulated industries (e.g. fintech, regtech, healthtech)
- Bachelor’s degree in IT, business, or related field (advanced degree preferred)
- Strong leadership and team management capabilities
- Excellent communication and interpersonal skills
- Proficiency with support platforms such as Zendesk, Jira, Freshdesk, or Intercom
- Familiarity with Salesforce Service Cloud or API-integrated helpdesk systems
- Strategic thinking and problem-solving abilities
- Adaptability to fast-paced, evolving environments
Benefits and Perks
Our client offers a compelling package designed to support your growth and wellbeing:
- Innovative Environment: Work in a forward-thinking company that values creativity
- Professional Growth: Opportunities for career advancement and skill development
- Collaborative Culture: Join a diverse, talented team in a supportive setting
- Impactful Work: Contribute to products that transform the financial industry
- Travel: Travel opportunities available to overseas offices
- Training and Development: Access to internal training programmes to enhance performance
- Performance Recognition: Clear KPIs and metrics to celebrate success
- Mission-Driven: Be part of a company making compliance smarter and more efficient
