4 дня назад
Head of Support Excellence & Transformation (SaaS)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Head of Support Excellence & Transformation (SaaS): Transforming a global Support organization handling around 2,000 monthly tickets through automation, self-service, AI support, and scalable operating systems with an accent on operational excellence, customer experience, and cross-functional improvement. Focus on reducing ticket and FTE growth, eliminating root causes, embedding deflection and AI automation, and building continuous improvement loops across Support, Product, Delivery, and Engineering.
Location: Madrid; hybrid workplace
Company
develops SaaS solutions through the HUB to improve transparency, efficiency, compliance, and sustainability across global value chains.
What you will do
- Build and develop a high-performing global Support organization focused on ownership, learning, and customer satisfaction.
- Redesign Support processes, implement automation, and build scalable systems that decouple customer growth from ticket and FTE growth.
- Increase ticket deflection through documentation, self-service, and an AI support assistant.
- Analyze ticket data, identify recurring root causes, and drive improvements with Product, Delivery, Engineering, and platform teams.
- Define and review KPIs including MTTR, CSAT, deflection, backlog, and SLA compliance.
- Lead major incidents, change processes, retrospectives, feedback loops, and measurable improvement experiments.
Requirements
- 7+ years of experience in Digital Transformation, Process Excellence, or Customer or Support Operations.
- Experience in SaaS, enterprise technology, strategic consulting, or high-growth B2B technology companies.
- Proven success implementing automation, AI-enabled support, self-service portals, and process improvements.
- Strong analytical, leadership, stakeholder-management, and executive-influencing skills.
- Hands-on and pragmatic approach to driving organizational change.
- Passion for operational excellence, sustainability, and meaningful global impact.
Nice to have
- Experience at a leading IT-transformation consultancy or a high-growth B2B technology scale-up such as Celonis.
Culture & Benefits
- Mission-critical role supporting business continuity across global supply chains.
- Opportunity to contribute to sustainability, human rights, ecological responsibility, and responsible corporate governance.
- Strategic influence over the customer experience and the future structure of Support.
- Full mandate to redesign processes, tools, automation, and team structures.
- Visible impact on customer satisfaction, operational scalability, and supply-chain resilience.
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