Head of Support

This is a senior leadership role responsible for building an AI-driven global support function. You will lead support operations across multiple SaaS products, focusing on reducing customer issues through automation, AI systems, and root-cause fixes instead of increasing headcount. The role reports directly to the Director of Engineering and operates across the EMEA region in a remote setup.

Design and lead AI-first support systems Implement AI tools for ticket triage, auto-resolution, and self-service Improve automation to reduce manual support workload Work with AI teams to develop support agents and workflows SLA & Performance Management Ensure SLA targets are met across all clients Monitor KPIs such as ticket volume, resolution time, and customer satisfaction Analyze support data to identify recurring issues Present performance reports to senior leadership Manage L3 engineers, AI operations specialists, and support engineers Build a 24/7 global support coverage model Hire, train, and develop a lean technical support team Promote a culture of continuous improvement Cross-Functional Work Collaborate with Product, Engineering, and Compliance teams Handle high-level customer escalations Ensure root-cause fixes are implemented permanently Align support operations with business priorities

7+ years in SaaS support or service delivery At least 3 years in a leadership role Experience reducing ticket volume through automation or process improvement Background in global payroll, HCM, or fintech SaaS preferred Experience with AI/ML support systems (chatbots, automation, NLP) Knowledge of ITSM tools (Jira, YouTrack, etc.) Strong data analysis and KPI tracking skills Understanding of LLM-based systems and prompt engineering Ability to manage cross-functional technical teams Strong communication with executives and clients Strategic thinking and problem-solving mindset Focus on process improvement and efficiency

Fully remote job Flexible working environment Paid time off Health and dental coverage Career growth opportunities Performance rewards and incentives