Head of Customer Support

Job summary

The Head of Customer Support is responsible for managing operations and development within a central customer-facing team of approximately 70 employees, including 4 managers. This role focuses on ensuring stable operations while driving transformation through simplification, automation, and improved customer experiences.

Qualifications

• Extensive leadership experience, ideally as a leader of leaders in Customer Support, service, or operations.
• Proven track record in operational organizations with successful results.
• Experience in implementing new solutions, particularly in automation, standardization, or process improvement.
• Strong business acumen with the ability to prioritize effectively in complex situations.
• Excellent communication skills, fostering a positive and solution-oriented environment.

Responsibilities

• Ensure delivery on KPIs related to lead times, fault repair, quality, and customer experience.
• Create structure and execution plans within a complex operational organization.
• Drive simplification, standardization, and automation of processes using data.
• Oversee the development and engagement of managers and their teams.
• Collaborate across the organization to ensure a coherent customer experience.

Skills

• Leadership and team development.
• Operational management and process improvement.
• Change management and implementation of new technologies.
• Strong communication and interpersonal skills.

Education

• Relevant degree or equivalent experience in a related field is preferred.

Tools

• Familiarity with automation and AI-based tools is advantageous.