The role
We are seeking a Head of Support to lead our Support team. The successful candidate will have ownership of 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 a key component in the company’s objective to continually deliver excellent partner and customer experiences, aligning with the company’s growth and scale 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 / frontline support team
- Manage relationships and the 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 continually centres 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
- Proactively identify and escalate recurring topics in line with continuous improvement mindset
- Continually evaluate the effectiveness of feedback loops into Product, CS and Squads (teams) to ensure partner experience remains a central focus for the function
- 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 longtail to high-value strategic accounts, balancing scale with quality
- Play a key role in supporting the launch of new products
- 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 continues to track positively
- Channels such as WhatsApp and other routes are scoped and/or launched effectively to streamline support processes and establish single source of truth when managing partner tickets
- Consistently feed into squads and teams, influencing product roadmaps and key business decisions
- Ongoing investigation and establishing of the root cause of tickets to ensure the business delivers one-to-many resolutions.
Ideal Profile
- Proven experience leading B2B & B2B2X support teams in tech/telco/SaaS, ideally in scale-up environments
- A strong coach who has experience of managing a high-performance team 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.
