Head of Support

About CTI

At CTI, innovation is at the heart of everything we do. As leaders in our field, we strive to deliver exceptional, custom-tailored solutions that drive success for our clients. Our expert team combines industry insight with cutting-edge technology, ensuring that we not only meet expectations but exceed them.

We're committed to fostering an environment where creativity flourishes, and collaboration thrives. By embracing the challenges of a dynamic global market, we aim to set the standard for excellence and integrity in our industry. If you're passionate about making a difference and advancing your career with a team that values professionalism and innovation, CTI is the place for you.

The Team

Our Support team at CTI Digital is a critical part of how we deliver value to clients long after go-live. They’re the calm in the storm — managing incidents, triaging tickets, and maintaining long-term client relationships across our web platforms.

As Head of Support, you’ll lead and evolve this function. You’ll oversee a team of Support Success Managers and developers, ensuring we deliver timely, high-quality responses while balancing commercial performance, client satisfaction, and operational excellence.

What You’ll Be Doing

Team Leadership & Development

• Lead, mentor, and develop our Support Success Managers (SSMs), setting clear performance expectations and growth plans
• Foster a high-performing, collaborative team culture aligned with CTI values
• Run regular 1:1s, team meetings, and performance reviews
• Support onboarding and training across the wider Support function

Operational Management

• Own and improve support processes and workflows for scalability and efficiency
• Ensure consistent SLA adherence, including reactive and critical response times
• Lead support resource planning, developer coordination, and ticket flow optimisation
• Identify and address process bottlenecks, triage issues, and communication gaps

Client Relationship Oversight

• Act as senior escalation point for client issues and critical incidents
• Support SSMs in building strong, trust-based client relationships
• Join high-level meetings and QBRs where needed
• Ensure consistency in reporting, onboarding, offboarding, and client communication

Financial Management

• Monitor client budget usage and proactively manage utilisation across accounts
• Review and approve support top-up proposals and retainers
• Track support revenue, forecast against budget, and identify upsell opportunities

Incident & Escalation Management

• Act as Major Incident Manager during business-critical issues
• Ensure timely and transparent resolution of client, technical, or resource-related escalations
• Oversee quality and delivery of incident reports and root cause analysis

Reporting & Strategy

• Report on department performance, team utilisation, satisfaction scores, and incident trends
• Use data to drive service and process improvements
• Align support function with overall business goals and contribute to strategic planning
• Launch initiatives to improve profitability, responsiveness, and delivery quality

Pre-Sales & Commercial Involvement

• Represent Support in new business conversations — joining scoping sessions and pitches
• Lead pricing and proposal creation for new support contracts
• Ensure smooth handovers from Sales to Delivery, with well-documented onboarding processes

Cross-Team Collaboration

• Partner with Delivery, Account Management, Development, and Hosting to ensure seamless support delivery
• Contribute to resourcing, onboarding, and documentation across departments
• Play an active role in client onboarding, SLA design, and ongoing service evolution

What You Need to Be Successful

✅ Must-haves

• Experience leading a support or client services team in an agency or digital services setting
• Strong understanding of CMS and eCommerce platforms (e.g., Drupal, Magento, WordPress, Umbraco, .NET)
• Excellent stakeholder management and communication skills
• Confidence managing SLAs, contracts, and support budgets
• Cool head in high-pressure situations — especially during incidents and escalations
• Familiarity with tools like Jira, Hubspot, Airtable, and time reporting systems
• Strategic and operational mindset with an eye on team performance and client value

⭐️ Nice-to-haves

• Experience supporting hosting environments or cloud infrastructure
• Exposure to automation, AI tools, or support-focused innovation projects
• Leadership in a PE-backed or scaling agency environment

We know not everyone ticks every box — if you think you’ve got what it takes to thrive in this role, we’d still love to hear from you.

Interview Process

We’ve designed our process with you in mind. This is as much about you evaluating us as it is the other way around. We promise transparency, structure, and support throughout.

📞 Screening Call – 30 mins with our Talent Team

💻 First Interview – Virtual interview with SSMs and Head of Delivery

📆 Final Interview – In-person session with wider leadership and a task presentation

🎉 Offer – If we’re aligned, we move quickly

What’s in it for you

🏖️ 28 days annual leave, in addition to bank holidays

👶 Enhanced parental leave

📈 Enhanced pension scheme (8% total)

🏠 Hybrid-working – we’re in the office twice a week

👶 Workplace nursery scheme

🏥 Health cash plan

🛡️ Life insurance (2x annual salary)

🚴 Cycle-to-work scheme

⏰ Flexible working hours

🧠 Mental health and wellbeing programme

🐶 Office dogs welcome

🎉 Loads of social events and fun stuff