Head of Customer Support

Job Description: Head of Customer Support THE GLADSTONE WAY It's not WHAT we do; it's WHY we do it! At Gladstone, our purpose is simple: to make the UK fitter and healthier. We achieve this by delivering innovative and transformative technology solutions for the health and leisure industry, enabling them to support more customers to be more active, more often. Great People This philosophy would not be possible without a team of great people. We’re constantly looking for the best talent to join Gladstone but as important, we also champion growth from within and create an environment for individuals to challenge themselves to grow, seize opportunities and develop further than they may have thought possible. We constantly invest in our awesome talent as the future leaders of our business and industry. We’re big enough to make a huge impact in the market, but small enough that our people have the freedom to experiment, collaborate easily with other teams and ultimately be brave enough to try new ways of working that make your work and environment better, prioritising things that make it easier for our customers and our organisation commercially stronger. Constantly Challenging We are the Thought Leader for the market. Challenging norms and perceptions to ensure we remain at and often define the cutting edge of technology within the industry. We pride ourselves on being innovative with our software and solutions to influence and drive the changing industry needs. Win-Win We have a solutions and service focus that enables our customers to achieve their goals. By supporting our customers in growing revenues, introducing customer centric and seamless processes, reducing overheads and driving participation – they will deliver their business outcomes and we will secure our status as a key strategic partner and ensure we remain an irreplaceable asset for their organisation. About the Role: Gladstone is a highly commercially focused and customer obsessed organisation and this is an exciting position that plays right at the heart of that. The Head of Customer Support is a pivotal leadership role that requires a forward-thinking, customer focused mindset and a passion for data-driven decision-making. You will lead and help the continued transformation of our customer support operations into a more proactive, scalable function aligned with our SaaS ambitions. By leveraging data, automation and continuous improvement methodologies, you will ensure exceptional service delivery while driving efficiency and enhancing customer satisfaction. Key Responsibilities Leadership & Strategy: Lead and inspire the Customer Support team, including 1st & 2nd line and managed services support, to deliver an exceptional customer experience. Develop a forward-looking customer support strategy that aligns with Gladstone’s SaaS transformation and growth objectives. Foster a culture of innovation and continuous improvement within the team. Data-Driven Operations: Use data to identify trends, pain points, and opportunities for service improvement, ensuring proactive and informed decision-making. Drive insights from support interactions to inform product development and customer success strategies. Service Evolution: Design and implement tiered support packages to meet the diverse needs of our customers. Build managed services offerings, such as product configuration and training, to support customers in maximising their software investment. Introduce self-service capabilities, including an enhanced knowledge base and AI-driven tools, to reduce ticket volumes and improve customer autonomy. Performance Management: Define and track key performance indicators (KPIs), including SLA adherence, resolution times, and customer satisfaction (CSAT). Continuously refine processes to optimise operational efficiency and ensure timely resolution of customer issues. Collaboration & Stakeholder Engagement: Work closely with Product, Professional Services, and Customer Success teams to ensure seamless collaboration and knowledge-sharing. Build strong relationships with key customers to act as an advocate for their needs within the organisation. What We’re Looking For Experience & Skills: Proven experience in leading customer support functions, preferably within a SaaS or technology-driven environment. Strong data literacy, with the ability to interpret complex datasets and turn insights into actionable improvements. Demonstrated success in driving innovation, introducing new processes, and embedding a culture of continuous improvement. Familiarity with automation tools and self-service platforms for modern customer support. A skilled leader with proven abilities to develop and encourage teamwork. Attributes: Customer-obsessed with a proactive mindset. Innovative thinker who thrives in a fast-paced, evolving environment. Strong leadership skills with the ability to motivate and develop a team. Excellent problem-solving and critical-thinking abilities. Driven by data. Ability to work at all levels including with C Suite team and cross functionally. Why Join Us? At Gladstone, we’re passionate about technology, health, and creating value for our customers. We’re big enough to make an impact in the market but small enough to foster innovation and agility. If you’re ready to take on a challenging and rewarding role, join us and make your mark in shaping the future of customer support in the health and leisure sector. Salary will be commensurate with experience and job responsibilities. We offer excellent benefits. Only candidates who are eligible to live and work in the UK need apply. Role is hybrid. Business Unit:

Gladstone Software Scheduled Weekly Hours:

37.5 Number of Openings Available:

1 Worker Type:

Regular Career Site:

More About Jonas Software:

Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain. Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service. Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia, New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60. IS THIS YOU?

About Us

At Jonas we have long realised that our greatest asset is our employee base. As such we strive to provide our team with a fantastic working environment and an enriching career, which we know will translate into world class service to our valued clients. This allows Jonas Software to maintain and extend our lead as the premier software and services provider in each of our markets. If being part of a growing organization that moves at a fast pace and constantly strives to get better each and every day is what you are looking for, then we want to hear from you. Everyone has heard the sports analogy “to be the best, you have to beat the best”; well at Jonas Software we have tweaked that slightly to fit vertical market software. We believe to be the

best you have to hire and retain the best!!! Jonas Software is an Equal Opportunity Employer. If you need accommodation for a disability at any stage of the application process or want more information on our accommodation policies, contact recruitment at

careers@jonas-group.co.uk

Jonas Software is part of a CSI group of companies.

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