Head of Customer Support

The Head of Customer Support will lead manage and transform our support and knowledge management functions. You will oversee migration to new support platform optimise workflows integrate AI-driven solutions and foster cross-departmental collaboration. Your leadership will directly contribute to ApprovalMaxs continued growth and customer retention.

Key Responsibilities:

1. Leadership & Team Management:

• Lead mentor and grow the support and knowledge management teams ensuring high performance professional development and engagement.
• Establish clear objectives performance metrics and feedback mechanisms.

2. Operational Excellence:

• Optimise support processes and workflows to enhance efficiency and quality.
• Drive case deflection strategies automation and AI-powered initiatives to reduce response times and increase customer satisfaction.

3. Platform & Technology Ownership:

• Lead the transition from Zoho Desk to HubSpot Service Hub or similar platforms.
• Ensure seamless migration training and adoption across teams leveraging deep knowledge of ticketing systems and data management.

4. Data-Driven Decision Making:

• Leverage data analysis to monitor report and continuously improve support operations and customer experience.
• Develop and maintain robust performance dashboards and actionable insights.

5. Cross-Functional Collaboration:

• Collaborate closely with Revenue Product Engineering and Marketing teams to align support strategies with business objectives.
• Understand and proactively address billing challenges customer segmentation needs and product integration support.

6. Innovation and Continuous Improvement:

• Identify pilot and implement innovative support technologies and methods particularly focusing on AI-driven solutions.
• Stay abreast of industry trends and best practices to maintain a competitive advantage.

Qualifications :

• 3 years of experience in customer support leadership roles within SaaS or similar technology-driven environments.
• Proven expertise in managing large-scale migrations between customer support platforms (e.g. Zoho Salesforce Intercom HubSpot).
• Demonstrated capability in leveraging AI automation and analytics to drive operational improvements and efficiency
• Strong track record of effectively managing teams developing talent and driving measurable performance improvements.
• Exceptional knowledge of cross-departmental collaboration particularly with Product Revenue Engineering and Marketing teams.
• Experience addressing complex billing challenges and integrating billing systems within customer support processes.
• Excellent communication and interpersonal skills capable of engaging effectively at all levels of the organisation.

Additional Information :

What we offer:

• Regular performance-based compensation reviews
• 100% paid 20 business vacation days
• 100% paid 10 sick leave days
• Health & Wellness program - a bonus payment which will cover 50% up to a total of 500 Euro annually of the amount spent on the following activities: medical services (except regular health insurance) fitness sports activities (excluding sports equipment) stress management body massage weight management yoga traveling etc.
• Reimbursement of professional development courses
• Service years recognition financial reward

Remote Work :

No

Employment Type :

Full-time