Head of Support Analytics and Processes
Head of Support Analytics and Processes
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Job Description
Nofence is a Norwegian scale up who has built the worlds first virtual fencing solution for livestock. As we aim to revolutionize livestock management we will need top-notch competence in our Support team and we are now looking for a Head of Support Analytics and Processes. This position can be performed remotely from any location within Europe or from our Oslo office. Occasional travel will be required. Elevate your career with us and be at the forefront of innovation in agricultural technology!
About the Role
Our Customer Support team is the first line of help when customers need it most. We solve problems quickly clearly and with care - maximizing the value customers get from Nofence. With precision empathy and close collaboration across the company we turn moments of friction into moments of trust.
Were looking for a Head of Support Analytics and Processes who combines strategic vision with operational excellence. This role will directly manage the 2nd-line technical support team while partnering closely with Country Managers who lead the 1st-line regional support agents. You will be responsible for defining and executing the global support strategy optimizing systems and processes and ensuring a consistent scalable and customer-centric support experience across all markets. Importantly this role does not lead 1st-line support but instead ensures alignment enables regional teams and empowers Country Managers to deliver outstanding customer experiences.
What Youll Do
Strategy & Vision
- Develop and execute a global support strategy aligned with Nofences business objectives and customer success goals.
- Create long-term roadmaps for support transformation including technology investments process improvements and organization design.
- Define support experience metrics and KPIs that align with business outcomes and customer value.
- Influence product development by sharing customer insights trends and recurring issues with Product and Engineering teams.
Support Experience & Innovation
- Build proactive scalable initiatives to improve processes tooling and prevention strategies that reduce friction and enhance efficiency.
- Lead the refinement of our AI and automation strategy to deliver fast accurate help.
- Develop self-service capabilities knowledge management systems and customer education programs to reduce inbound demand.
Operational Excellence
- Lead and coach the 2nd-line technical support team.
- Partner with Country Managers to align and coordinate first-line support practices globally ensuring consistency while respecting local needs.
- Design and maintain workflows including routing logic macros conversation flows and escalation paths.
- Create internal enablement and training programs to raise team quality and consistency.
Systems & Tools
- Own and continuously optimize the global support tech stack (Hubspot Confluence Slack etc.).
- Ensure smooth integration of systems across regions to remove friction for customers and agents.
- Leverage APIs business intelligence tools and automation platforms (e.g. SQL Tableau/Omni Sheets/Excel Zapier/Make/n8n) to improve performance.
Data & Analytics
- Measure performance customer satisfaction retention and business impact of support.
- Conduct deep-dive analyses on customer behavior patterns product quality and operational trends.
- Establish a culture of data-driven decision making within the support organization.
Cross-Functional Collaboration
- Partner with Product Engineering Sales and Customer Success to align goals and initiatives.
- Drive cross-functional initiatives that improve the overall customer journey.
What Youll Bring
- 510 years of experience in Support Operations Customer Experience or related leadership roles in SaaS IoT or hybrid hardware/software companies.
- Proven track record of scaling global support functions during hyper-growth while maintaining quality.
- Experience working with decentralized/global teams and dotted-line leadership.
Strong technical aptitude with support systems APIs AI and automation tools. - Skilled in workflow design conversation design and support process optimization.
- Analytical and data-driven with experience using dashboards BI tools and predictive analytics.
- Strong communicator and influencer effective at cross-functional collaboration and stakeholder management.
- Highly organized a systems thinker who thrives in fast-paced ambiguous environments.
- Experienced in project management prioritization and balancing big-picture strategy with tactical execution.
- Passionate about improving customer experience by leveraging technology with human expertise.
About Nofence
Managing livestock has always been a challenge. Humanity has tried everything from herding with dogs to walling the animals in with barbed wire electric and wooden fences but these are costly and time-consuming solutions and often in conflict with the local wildlife. It has also left vast areas of potential pasture overgrown and underutilized.
Until now.
Enter virtual fences.
What started as a small group of farmers and engineers with a big idea has become Nofence - the worlds first virtual fencing solution for livestock. Curious about how it works Find out more here.
About the team
At Nofence we are not your typical 9-to-5 gig. We are a dynamic scale-up where dedication and innovation are the norm offering great opportunities for your personal and professional growth. We are passionate about product development animal welfare farmer welfare and sustainable agriculture. We genuinely believe our grazing technology is the biggest technological change in agriculture since the tractor!
Be part of a team thats always looking forward where your ideas and creativity are not only welcomed but also essential to our mutual success!
About the Application
Are you ready to change pasture We will evaluate candidates continuously. If you have any questions about Nofence or regarding the application please reach out to Axel at
Employment Type
Full Time
