Head of Support DefendecReconeyez

We are seeking an experienced and visionary Head of Support to lead our support operations for Defendec/Reconeyez in Tallinn this pivotal leadership role you will oversee the support function driving excellence in customer service delivery while building and mentoring a high-performing team. You will be responsible for developing strategic initiatives that enhance customer satisfaction optimize support processes and ensure operational efficiency across all support channels.

• Lead mentor and develop a support team fostering a culture of excellence accountability and continuous improvement
• Establish and manage key performance indicators (KPIs) and service level agreements (SLAs) to ensure consistent service quality
• Develop and implement support strategies that align with organizational goals and enhance customer satisfaction
• Oversee day-to-day support operations including ticket management escalation handling and resolution tracking
• Analyze support metrics and customer feedback to identify trends gaps and opportunities for process optimization
• Collaborate with cross-functional teams including product engineering and sales to resolve complex customer issues and improve product offerings
• Design and execute training programs to enhance team skill sets and product knowledge
• Manage support budgets resources and tools to maximize operational efficiency
• Conduct performance reviews and provide constructive feedback to support staff
• Represent the support function in leadership meetings and contribute to strategic planning initiatives
• Customize support workflows and documentation to improve response times and first-contact resolution rates

Qualifications :

• 5 years of experience in support operations management or similar leadership roles
• Proven track record of building scaling and managing high-performing support teams
• Strong expertise with support ticketing systems and customer relationship management (CRM) platforms
• Demonstrated ability to develop and implement process improvements that enhance efficiency and customer satisfaction
• Excellent communication and interpersonal skills with the ability to motivate and inspire teams
• Strong analytical skills with proficiency in data analysis and reporting tools
• Experience managing SLAs KPIs and support metrics
• Proficiency in handling complex escalations and difficult customer situations with empathy and professionalism
• Strategic thinking ability with a customer-focused mindset
• Experience with onboarding and training support staff
• Knowledge of support best practices and industry standards
• Ability to work collaboratively across departments and organizational levels
• Problem-solving orientation with a decisive approach to decision-making

Additional Information :

What Good Looks Like

• Clients reach operational independence quickly and stay there.
• Handover from sales is consistent documented and leaves no client context on the floor.
• First and second line are clearly defined and function without constant management involvement.
• Support load decreases over time as training and documentation improve.
• Problems are fixed at root cause the same issue does not recur at scale.
• Visible improvements land within the first 90 days.

Remote Work :

No

Employment Type :

Full-time