Head of Customer Support

Company Overview

Our client is a leader in EV charging infrastructure and fleet electrification providing cutting-edge solutions for large-scale fleet operators transitioning to zero-emission transport. As a trusted partner in the industry we specialize in charge management systems energy optimization and technical consulting to ensure seamless EV infrastructure deployment. We work with some of the largest fleets globally solving complex technical challenges to enable a smooth transition to electric mobility

Job Summary

About the Role

Our client is seeking a strategic and hands-on Head of Customer Support to architect build and scale a world-class support function. This critical leadership role is responsible for ensuring enterprise SaaS customers receive reliable high-quality support that drives trust retention and long-term value. You will own the end-to-end strategy systems processes and execution required to support a complex mission-critical software platform as the company scales globally. The mission is to design a lean efficient and automated function that leverages technology and AI to maximize operational leverage and deliver exceptional customer outcomes.

Key Responsibilities

• Develop and implement a scalable global customer support operating model including 24/7 support protocols for critical issues.

• Design document and optimize all support workflows SLAs escalation paths and knowledge management systems.

• Select implement and manage fit-for-purpose support tools and technologies (e.g. ticketing systems AI-driven automation customer dashboards) to build an efficient lean function.

• Establish and monitor key performance metrics (SLAs response times resolution times CSAT) to continuously improve support quality and reliability.

• Create and maintain strong feedback loops with Product Engineering and Delivery teams to surface insights drive product improvements and reduce recurring issues.

• Provide hands-on leadership stepping in to resolve complex customer issues and mentor resources within a cross-functional support pod model (no direct reports initially).

• Develop clear reporting and visibility into support volumes trends root causes and operational efficiency.

Key Outcomes (12-18 Months)

• Establishment of a documented scalable support operating model enabling 24/7 global coverage.

• Implementation of automated systems and AI tools that minimize headcount growth while exceeding SLAs.

• Achievement of >95% SLA adherence and a 50% reduction in Mean Time to Resolution (MTTR) from baseline.

• Establishment of robust feedback mechanisms leading to a measurable reduction in repeat incidents.

• Delivery of clear actionable reporting on support performance trends and operational insights.

Who You Are (Competencies)

• Strategic & Hands-On Leader: You can design a modern SaaS support function but are equally willing to roll up your sleeves to handle complex issues.

• Enterprise-Centric: You deeply understand the high-stakes expectations of B2B and enterprise customers including those in regulated sectors.

• Systems & Process Architect: You have proven experience designing efficient workflows escalation models and knowledge bases using best-in-class tooling.

• Technically Fluent: You are comfortable discussing software products and can translate customer issues into clear actionable insights for technical teams.

• Cross-Functional Collaborator: You excel at working with Product Engineering Customer Success and Delivery to solve problems and drive systemic improvements.

• Data-Driven: You use metrics and trends to guide decisions improve efficiency and enhance the customer experience.

Experience Required

• 5 years in customer/technical support or customer operations within a B2B or enterprise SaaS environment.

• Proven experience building or significantly scaling a support function (processes systems or teams).

• Demonstrated ability in leveraging AI and automation within a support context.

• Strong track record of cross-functional collaboration with Product and Engineering teams.

• Experience balancing long-term strategic planning with day-to-day operational execution.

• Background supporting technically complex mission-critical software platforms is highly preferred.

Cultural Fit & Values

• Operates with transparency honesty and a collaborative spirit.

• Possesses a strong sense of ownership.

• Exhibits curiosity and resilience in a fast-paced scaling environment.

• Thrives in high-growth resource-constrained settings with a builder mentality.

Key Requirements (Must Haves)

• Deep empathy and intrinsic motivation to champion customer success.

• Experience leading or building a customer support function in a B2B/enterprise SaaS company.

• Sound understanding and practical experience applying AI in a support context.

• Proven ability to work cross-functionally especially with Product and Engineering teams.

• A hands-on leadership style coupled with strategic thinking and execution capability.

• Experience supporting technically complex software products.

Preferred Experience (Nice-to-Haves)

• Experience within EV energy infrastructure or industrial SaaS domains.

• Exposure to 24/7 or follow-the-sun global support models.

• Experience supporting customers across multiple regions and time zones.

• Prior experience in a scaling start-up or high-growth environment.

Note: This is a mid-senior hands-on management role. You will be the architect and owner of the support system leveraging technology for maximum efficiency in a lean scale-up environment.