Head of Application Support

Company : Confidential

Job Description - Head of Application Support

Role: Head of Application Support
Location: Kidderminster (Fully In-Office)
Salary: £55,000 - £65,000
A strategic leadership opportunity for a customer-focused professional to lead and evolve the support function for a growing ERP software provider. As Head of Software Support, you’ll oversee all aspects of customer support—from first-line troubleshooting to complex technical resolution—ensuring a high-quality, consistent experience across products and teams.
You’ll play a key role in shaping support strategy, developing talent, and enhancing processes, while championing service excellence and cross-functional collaboration.
The successful candidate will be required to be on-site Monday to Friday, so please ensure that being on-site in Kidderminster is feasible and of interest to you.
Key Responsibilities

Lead, coach, and inspire a team of managers and support specialists
Drive performance through clear KPIs, ownership, and service delivery standards
Streamline and enhance support workflows to improve speed, accuracy, and customer satisfaction
Manage escalations and foster a culture of proactive issue resolution
Collaborate with Development, Product, Delivery, and Sales to ensure a cohesive customer journey
Continuously develop team knowledge and capability around ERP solutions
Contribute to the company’s leadership strategy and customer-centric goals

What You Bring

Proven experience in leading software support or service delivery functions
Strong understanding of ERP systems or similar complex business platforms
Exceptional communication, people leadership, and coaching skills
Data-driven mindset with the ability to interpret KPIs and improve performance
Proactive, solution-oriented approach with a focus on customer success
Experience working within cross-functional leadership teams

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Head of Application Support

Job Description - Head of Application Support

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