Head of Product Support

Company Description

Working at The Adaptavist Group

The Adaptavist Group is a global family of companies with a common goal. We combine the best of teamwork, technology, and processes, helping all kinds of businesses be better today and tomorrow.

We are experts at delivering enterprise software, tailored solutions, and quality services across some of the world’s most trusted technology ecosystems, including Atlassian, AWS, Slack, GitLab, monday.com and Aha!

We make change happen. From anywhere.

What we offer you

We offer a very generous holiday (PTO) allowance, trusting you to take vacation time that suits your personal life, alongside flexible working hours that empower you to work when it best fits you and your team. We provide MacBooks to all employees and additional support for fully remote workers to set up their home offices.

Our exceptional Time Away Policy includes 26 weeks of fully paid leave for birthing parents, 13 weeks for non-birthing parents, and extended leave for adoption, IVF, surrogacy, elective egg freezing, and women's health needs such as menopause, menstruation, endometriosis, and PCOS.

Our trusting, flexible, remote-first way of working means that work can fit around your life, rather than your life fitting around work.

Read our full list of benefits

Job Description

About the role

• The Head of Product Support role will act as the voice of the customer and product support department to key stakeholders in The Adaptavist Group, overseeing the department’s global support operations and ensuring the delivery of exceptional support services across The Adaptavist Group's product portfolio through clear instruction, change management skills and measurable performance KPIs.

  This role requires strategic thinking and decision-making, balancing competing priorities, and providing direction for the evolution of the Product Support department’s services, processes and tooling, adapting in response to evolving internal demands and industry best practices.

  As a subject matter expert, the Head of Product Support will provide data-driven insights that inform product strategy and will contribute to a culture of excellence, knowledge sharing, and collaboration across the product support team and The Adaptavist Group.

  The role has a strong focus on building a high-performing support service. This will be achieved by providing initiatives, encouragement and/or incentives for optimising The Adaptavist Group’s support quality and use of resources.

What you'll be doing

Strategic Thinking & Decision Making

• Provide strategic direction for TAG Support’s CRM and support processes and tooling, working closely with the Support Managers and Team Leads to implement those service improvement initiatives.

• Set strategic goals and approaches for the support department in line with the organisation's vision, values and objectives.

• Develop strategies for dealing with multi-dimensional issues (e.g., multilateral, national and global).

• Conduct ongoing risk analysis, recognising strategic opportunities for success as well as potential risks.

• Articulate the dynamic relationships, viewpoints and agendas, both acknowledged and implicit, of key players and stakeholders in their own areas of expertise.

• Consider a multiplicity of interrelated factors for which there is incomplete and contradictory information.

• Analyse explicit and implicit dynamics and agendas of key stakeholders.

• Make decisions that clearly support the business strategy (e.g., builds business cases for decisions/actions, takes a market perspective).
  

People and Resource Management

• Create an environment where team members consistently push for improved team performance and productivity.

• Oversee succession planning, identifying individuals for key positions.

• Oversee the development of employee learning and development programs.

• Implement the organisation’s people management strategies in a business division.

• Hiring and onboarding Product Support Team Leads and Managers

• Provide developmental support for Product Support Team Leads and Managers through regular catch-ups, identifying areas of growth and creating tailored growth plans with measurable outcomes

• Delivering and managing team structure and service changes

• Confidence to deliver constructive feedback and resolve interpersonal conflict

• Act as a role model in demonstrating The Adaptavist Group's culture and values

• Monitor and ensures the efficient and appropriate use of resources.

• Consider the workload, commitments and priorities of individuals when setting expectations and assigning work.

• Manage support budgets

• Communicate expectations and objectives of resource usage, providing ongoing feedback, and addressing shortcoming, whilst expanding on the thinking or solutions proposed by others
  

Client Focus and Customer Insights

• Customer-focus. Passion for doing what is right for the customer, continually working to improve the support experience for all TAG product users.

• Formulate strategies and processes to evaluate emerging and longer-term opportunities and threats to meeting clients' needs.

• Determine strategic business direction to best meet clients' evolving needs.

• Build and maintains an approach for routing customer insights into other teams on a regular cadence - delivering commercially relevant insights

• Partner with customer success team and other customer facing teams to ensure customer support context is understood across the organisation where it matters commercially

• Evaluate the client service model and service standards to identify areas for improvement.

AI, automation and self service strategy

• Define and own the strategy for AI-assisted support, including agents, automated triage, deflection mechanisms, and intelligent self-service

• Evaluate and implement AI tooling that meaningfully reduces time-to-resolution and increases first-contact resolution rates — with clear ROI criteria before adoption

• Work closely with the Education and Documentation teams to ensure self-service content is structured, discoverable, and effective at deflecting avoidable support contacts

• Set targets for deflection and self-serve resolution rates, tracking progress and iterating on approach based on data

• Ensure AI and automation investments are adopted effectively by support teams — not just deployed — through change management, training, and performance feedback loops

• Stay current on support automation best practices and bring relevant innovations to the organisation

Communication

• Formulate strategies to communicate and achieve specific objectives (e.g., considers optimal "messaging" and timing of communication).

• Use varied communication vehicles and opportunities to promote dialogue in order to develop shared understanding and consensus.

• Shape efficient communication best practices and standards optimised for the globally distributed, remote-first product support team

Performance Metrics, Quality Focus

• Define and implement a support metrics framework that covers customer experience, operational efficiency, and team performance

• Ensure metrics are visible, understood, and acted on across the support team — not just reported upward

• Conduct seminars and workshops for areas of responsibility to inform on policies and procedures for quality control.

• Ensure that quality standards and support KPIs and SLAs are met by all Product Support Engineers in their area of responsibility.

• Formulate optimal ways to improve services/products in their remit, taking into account a longer-term and broader corporate perspective.

Business Processes

• Examine processes using a variety of analytical tools to identify causes for problems and inefficiencies - leading initiatives to address them

• Collect feedback from stakeholders (such as General Managers, Product Managers, Marketing and Project Managers etc.) to bring continuous service improvement.

• Build relationships with, and providing product support services for TAG BU GMs

• Advise TAG Support GMs about their client needs and product

• Build and maintain support SLAs and onboarding new TAG products

• Drive ongoing service improvements in accordance with industry best practices

• Thorough understanding of how to create and achieve SLAs

• In partnership with IT, drive the support technology stack - the service desk system, reporting and data pipelines to ensure effective operations and confidence/reliability of data

Qualifications

What we're looking for

• Proven experience leading and managing technical support teams

  • Proven experience leading teams through growth and change preferable in SMB or larger organisations

  • A deep understanding of people leadership with a strong passion for building high-performing teams

  • Ability to inspire a team-of-teams to work collaboratively

  • Exceptional coaching skills and a desire to empower others to do their best work

• Driven to set and accomplish complex goals. Experience in taking an idea, making a plan, and executing it.

  • An ability to think innovatively and creatively

  • Experience using data and insights to drive processual and cultural change

  • Project management experience

• Excellent interpersonal skills, both written and verbal, enabling you to work across a range of functions, teams and seniority

  • Experience with educating and partnering with stakeholders such as engineering, product management, product marketing, education, customer success, etc

  • Proven conflict resolution skills

• Self-starting, ambitious and tenacious, willing to go the extra mile

A few nice to haves

• Proven experience working with Senior Management and C-level stakeholders to deliver on programs of work

• Ability to travel to meet teams, attend industry events and clients

• Experience working with the Atlassian product suite

• Experience working in a multi-product environment

• Experience in evaluating or implementing AI-assisted support technologies such as agents, deflection, automated triage.

• Bachelor's degree in Computing Science (or equivalent) experience

• Previous experience working with Groovy, Java, JavaScript and/or Typescript.

• Knowledge of SDLC (Software Development Life Cycle) processes and Atlassian tools

Additional Information

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At ScriptRunner, part of TAG, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply, even if you don’t have everything that's listed just yet.

Drop us your application, we’d love to hear from you!

What to expect

We have published some support on Interviewing with us to try to alleviate any pre-interview anxieties, here you’ll find information to help you prepare and ace an interview at TAG.

You can read them here

Life at The Adaptavist Group

From our family-friendly policies to our flexible work environment we offer a range of benefits and policies in order to support staff from all different backgrounds. If you have any questions, please do ask us.

Check out our WORK180 page

Check out our Flexa page

We look forward to your application!

Equal opportunities for everyone

At The Adaptavist Group, we are committed to promoting a diverse and inclusive community and believe this positively impacts both the creation of our innovative products and our delivery of bespoke solutions to our global customers and our own unique culture. We encourage all qualified applicants, regardless of age, disability, race, sexual orientation, religion or belief, sex, gender identity, pregnancy and maternity, marriage, and civil partnership status.

Recruitment fraud notice

We are aware of recruitment scams where individuals or organisations may falsely claim to represent us. We take this seriously and are committed to protecting candidates throughout our hiring process.

We will never ask for any form of payment, fees, or financial commitment at any stage of recruitment, including applications, interviews, onboarding, or equipment provision.

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If you are ever unsure about the authenticity of a message or job offer, please verify it via our official careers channels before responding.