Head of Engineering
Nectar Group
Job Level
Senior
About the role
- Lead and develop the Support function as Quorso scales, ensuring fast, empathetic and accurate resolution of customer issues
- Own the Customer Request Lifecycle across Support, Product, CS and Implementation, creating clarity and consistency for clients and internal teams
- Build the processes, tooling and reporting that allow us to scale support efficiently (including Jira Service Management, Confluence, automation and AI features)
- Partner with Product, Implementation and Engineering to triage, prioritise and communicate requests effectively
- Track, analyse and report on request trends, SLAs, and customer feedback, driving continuous improvement
- Play a hands-on role in early stages, handling requests directly to understand pain points and design better processes
- Represent Quorso externally through excellent client communications
Requirements
- 5+ years’ experience in Support / CX roles in SaaS
- Hands-on expertise with Jira Service Management and Confluence
- Strong analytical skills with ability to interpret data
- Ability to influence and align Product, CS, Implementation and Engineering
- Bias for action and comfort with rolling up your sleeves to get things done
- Customer empathy combined with operational discipline
- Drive, self-direction and an entrepreneurial mindset
- Expectation to be in Central London office 2-3 days per week
