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Head of Client Support / Experience – 9 Month FTC (Maternity Cover), Up to £120,000 + Benefits, London Based with Hybrid Working i.e. 2 days a week in the office, 3 from home, Amazing Fintech SaaS Company.

Overview of the Head of Client Support / Experience

Are you the kind of leader who runs towards challenges? The type who doesn’t just respond to problems – but transforms them into momentum? If you thrive under pressure, lead with purpose, and believe that world-class support is a mission, not a function, then this position could be your next big opportunity.

We're looking for an exceptional Head of Client Support /Experience to step into the arena for a 9-month fixed-term contract. This is your chance to leave your mark – not just to hold the fort, but to lead, elevate, and hand back stronger than before.

The Role:

This company help the world’s leading finance teams move faster, smarter and with greater agility. Their powerful platforms turn financial data into competitive advantage for global brands. Supporting that mission means delivering outstanding client support around the globe – and that's where you come in.

This maternity cover isn’t about coasting – it’s about catalysing. You’ll own the global support strategy, bring a customer-first mindset to life, and empower a team of 20+ (based in Poland) to deliver 24/7 service excellence. You’ll leverage AI, enhance SLAs, and drive operational transformation that lasts beyond your tenure.

What You’ll Need to Bring:

* Proven leadership of 24/7 global support operations, delivering exceptional client satisfaction across markets

* Experience managing both on-premise and SaaS solutions in enterprise software environments

* A sharp mind for metrics – CSAT scores, NPS, efficiency – and the energy to push them higher

* Escalation resilience – you’re cool, capable, and committed, even off-hours

* Experience leading change programmes that increase impact while improving efficiency

* A vision for how AI can uplift client experiences – and the practical skills to make it real

* Commercial acumen to support SLA negotiations alongside their client-facing teams

* A proven track record leading and performance-managing large, multi-national teams (bonus points for experience with Polish-based teams)

* Most importantly: a bold, proactive mindset. You’re here to elevate, not maintain.

Contract Details

This is a 9-month Fixed Term Contract, covering maternity leave. We’re looking for someone who can:

* Dive in quickly

* Make intelligent, high-impact changes

* Build a roadmap for continuity

* And hand over a well-oiled machine to the returning leader