Product Support Director

Product Support Director
Location: Flexible – UK, Greece, Cyprus or Norway
Working Pattern: Remote-first / flexible
Employment: Permanent
 
Spinnaker is conducting an exclusive search on behalf of a global maritime technology and software business for a newly created Product Support Director.

This is a significant leadership appointment responsible for bringing together and developing a support organisation of approximately 30 people, currently operating across multiple product and technical support teams.

The existing teams have historically operated with different processes, tooling and levels of maturity. The new Director will have the opportunity to assess the current environment and define what a modern, consistent and scalable support organisation should look like.

The initial mandate is clear: consolidate, standardise and then automate.

This is not simply a customer service leadership position. The successful candidate will combine strong people and change leadership with enough technical credibility to lead teams supporting complex software, database and infrastructure environments.

Responsibilities will include:

• Leading a multidisciplinary first and second-line support organisation of approximately 30 people
• Bringing multiple support teams together under a consistent operating model
• Standardising processes, tooling and ways of working
• Improving customer communication, SLAs and predictability of support
• Developing stronger reporting, data and performance insight
• Improving escalation paths and increasing team self-sufficiency
• Identifying opportunities to automate repetitive and manual support activities
• Exploring practical applications of AI, automation and self-service
• Developing capability and accountability across the existing teams
• Working closely with Technology, Product, Development and Customer-facing leadership

We are looking for an experienced Product Support, Technical Support or Service Operations leader who has led sizeable teams within a complex software environment and can demonstrate experience improving how support functions operate.

You should bring strong leadership, technical credibility and a continuous-improvement mindset, with the confidence to challenge established ways of working while taking existing teams with you.

Maritime experience would be advantageous but is not essential. Backgrounds across enterprise software, SaaS, application support and other complex B2B technology environments are equally relevant.

As a newly created position, this is an opportunity to make a genuine mark on how the organisation delivers support going forward.