- Senior
- Bureau à Madrid
Team Size: 30+ support agents across 3 domain-focused teams
Customer Base: 2,000+ B2B customers (Regulatory Solutions & Supply Chain Solutions)
Support Channels: Support Portal (primary), 24/7 Phone Support (secondary)
We are looking for an experienced and visionary Head of Support to lead, scale, and evolve our global support organization. This role is mission-critical to delivering an exceptional customer experience across both compliance-driven and business-critical software products. You will lead a 30-person team spread across three support domains and drive quality, efficiency, and strategic growth.
In addition to day-to-day operational oversight, you will shape the future of the support function through process optimization, automation, self-service expansion, and performance development. You will work closely with senior management to align on priorities and with the customer operations team to implement scalable solutions that improve customer satisfaction and internal productivity.
Key Responsibilities
Key Responsibilities
1. Operational Leadership & Team Performance
- Lead and motivate a 30-person support team with direct oversight of support operations in our Madrid office, ensuring team members are engaged, meeting expectations, and working contracted hours.
- Establish and maintain clear KPIs, performance standards, and review processes to reduce performance variability and promote a culture of ownership and accountability.
- Ensure resource coverage aligns with business needs, especially for critical escalation paths and P1 incidents.
2. Service Quality & Customer Experience
- Define and enforce communication guidelines and quality standards for customer-facing interactions across all channels.
- Conduct ongoing training, QA reviews, and coaching to elevate consistency, clarity, and customer empathy in every response.
- Implement feedback loops from ticket reviews, surveys, and escalations to continuously improve service delivery.
3. Strategic Development & Innovation
- Develop and execute a long-term vision for the support function in collaboration with the executive team.
- Propose and test new support strategies, tools, workflows, and engagement models to increase responsiveness and scalability.
- Build a roadmap for evolving the support organization in alignment with company growth, product evolution, and customer expectations.
4. Efficiency, Automation & Self-Service
- Drive standardization of support processes across teams and regions to minimize complexity and reduce time-to-resolution.
- Increase efficiency through ticket automation, routing logic, SLA tracking, and integration with development and product tools.
- Lead initiatives to expand the usage and effectiveness of self-service channels (e.g. knowledge base, FAQs, in-product guidance), reducing overall ticket volume.
5. Cross-functional Collaboration
- Work closely with Product, Engineering, and Professional Services to streamline escalations, communicate customer needs, and drive root-cause resolution.
- Partner with the Customer Operations team to implement structural improvements and deliver a seamless end-to-end experience.
- Represent the Support function in leadership discussions and planning cycles, contributing to company-wide customer experience strategy.
Skills, Knowledge and Expertise
Requirements
- 5–10+ years of experience in support leadership roles, ideally in B2B SaaS or enterprise software environments.
- Proven experience leading medium to large support teams (25–50 people) with varying performance levels and skill sets.
- Strong track record of improving support quality, driving team consistency, and developing high-performing support cultures.
- Hands-on experience in support process automation, knowledge management, and self-service enablement.
- Strategic thinking paired with strong execution discipline: ability to prioritize initiatives, measure success, and drive change across multiple teams.
- Excellent people leadership and coaching skills, especially in hybrid and onsite environments.
Preferred Qualifications
- Familiarity with support tooling ecosystems (Zendesk, Salesforce Service Cloud, Jira, etc.).
- Experience working in regulated environments or with mission-critical systems.
- Prior exposure to support analytics, reporting dashboards, and operational planning.
- Experience launching or managing tiered support or premium offerings.
Success Metrics
- Increase in CSAT/NPS and SLA compliance
- Reduction in average resolution time and ticket backlog
- Growth in self-service adoption and deflection rates
- Team-wide adherence to communication guidelines and 40h engagement
- Streamlined cross-team workflows with clear ownership and escalation paths
Benefits
- A purpose-driven mission with and for global industry pioneers in tackling complex challenges
- Room for creativity through collaborative teamwork and an open communication culture
- Flexibility and team bonding with our hybrid work options
- Fuel for your growth journey, both personally and professionally
- Fun team events and outings with our global teams
- Inspiring workspaces in Madrid and beyond
