Job Description

Company Description

Who We Are

Stampede AI is a fast-growing SaaS platform that helps businesses make smarter, faster decisions using real-time data automation.


At Stampede AI, we help businesses turn data into decisions, quickly, clearly, and at scale. As an Account Manager, you'll be the strategic partner for a portfolio of direct clients, helping them unlock the full value of our platform and driving long-term growth.

Role: Head of Customer Support

Location: Edinburgh

Salary: 55k to 60k

Type: Full-Time

Reports to: Head of Commercial

Position Overview

We are looking for a technically experienced and operationally sharp Head of Customer Support to lead and scale our support function. This role is ideal for someone with a strong background in cloud-managed networking, WiFi technologies, and SaaS support operations, capable of managing and mentoring a team of L2/L3 Customer Experience Specialists.


You'll take ownership of the support strategy, tooling, processes, and team performance, ensuring customers receive prompt, expert assistance while continuously improving the support experience. You'll work cross-functionally with Product, Engineering, and Commercial teams, playing a pivotal role in delivering a seamless technical support journey from onboarding through long-term customer success.

Key Responsibilities

Team Leadership & Development

Manage and mentor a team of L2/L3 support specialists focused on cloud WiFi, networking hardware, and customer onboarding Foster a high-performance, collaborative team culture with technical and customer service excellence at its core Build development plans, career progression tracks, and deliver regular performance reviews Ensure scheduling and resource planning to maintain strong coverage during peak periods and launches

? Support Operations & Escalation Management

Oversee the handling of complex technical issues related to cloud controllers (Unifi, Omada, CloudTrax, Plasma Cloud) and captive portals Act as an escalation point for high-impact issues requiring deep technical understanding and customer sensitivity Own SLA/OLA performance metrics across response and resolution times, first contact resolution, and satisfaction Streamline incident response and change management processes to reduce friction and increase customer confidence

Process Improvement & Tooling

Audit and improve support workflows, case triage, escalation paths, and documentation standards Introduce automation and self-service options to reduce ticket volume and increase efficiency Manage support tools, including CRM, ticketing systems, bug trackers, and internal documentation libraries

Cross-Functional Collaboration

Work closely with Product and Engineering to provide feedback from support data and customer insights Collaborate with Customer Success and Sales on onboarding efficiency, issue resolution, and expansion support Support UX/UI teams with usability feedback sourced from common support themes and friction points

Monitoring, Reporting & Metrics

Track and report on KPIs such as ticket volume, CSAT, NPS, churn risk signals, and backlog trends Lead weekly stand-ups and monthly reviews with your team and report departmental insights to leadership Analyse bug trends, product gaps, and support load to recommend product or training improvements

Partner & Vendor Coordination

Coordinate with third-party IT partners and MSPs involved in shared customer deployments or escalations Ensure partner readiness and alignment for joint technical onboarding and post-sale support

Compliance & Data Security

Enforce data protection and security protocols in support interactions, platform access, and shared information Support the wider organisation in ensuring GDPR-aligned practices during issue resolution

Qualifications

Who You Are

? Required Experience

4-6+ years in a technical support leadership role within a SaaS, MSP, or networking-focused environment Proven management experience of L2/L3 or Tier 2/Tier 3 support teams Working knowledge of cloud-managed WiFi systems (e.g. Unifi, Omada, CloudTrax, Plasma Cloud) Familiarity with networking infrastructure: routers, firewalls, access points, VLANs, and captive portals Experience owning KPIs such as SLAs, CSAT, time to resolution, and churn mitigation

Desirable Experience

Industry certifications (CCNA, Network+, vendor-specific WiFi certs) Support operations experience in hospitality tech, guest WiFi, or multi-site deployments Exposure to RADIUS, hotspot authentication systems, and Layer 2/3 network architecture Experience scaling or transitioning support processes in a growth-stage SaaS business

Additional Information

Tools & Technologies

You'll be working with a modern, collaborative tech stack that supports automation, transparency, and fast decision-making:

HubSpot - For customer relationship management, pipeline tracking, and usage insights. Notion - To document, share, and continuously improve onboarding playbooks, training resources, and customer success processes. Slack - To maintain responsive communication across teams and with customers, accelerating resolution and collaboration. Zendesk - To manage customer support tickets, monitor resolution progress, and ensure seamless handoffs between support and success. Zapier & AI automation tools (nice to have) - To automate routine workflows, trigger proactive messaging, and deliver scalable personalisation across the customer lifecycle.

Why Join Us?

You'll be joining a high-impact leadership role where your work directly affects customer satisfaction, retention, and brand reputation. You'll help shape the operational future of our support function, influencing product strategy

Required Video Submission - Tell Us About Yourself


As part of your application, please record and submit a short video (maximum 2 minutes) covering the following:

A quick introduction: who you are and your background Why you're interested in this role and our company What excites you most about the opportunity Anything else you'd like us to know about you

This video is a mandatory part of the application. It doesn't need to be professionally edited--we value authenticity over polish. A simple phone or webcam recording is perfect.

Please upload your video to a platform like Google Drive, Loom, or YouTube (set to "Anyone with the link can view"), and include the link in your application.