11 часов назад
Head of Support (AI Automation)
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 (AI Automation) (SaaS): Leading and scaling a distributed first- and second-line support function with an accent on SLA performance, data-driven operations, and AI-powered automation. Focus on optimizing queues and resource allocation, building self-service workflows, and improving engineering handoffs across multiple countries and time zones.
Location: Budapest, Hungary
Company
is an international SaaS company whose platform helps service businesses accept online bookings, automate operations, and grow revenue. The product is used by entrepreneurs in 81 countries, with offices in Hungary, Brazil, Armenia, Kazakhstan, and Cyprus.
What you will do
- Own support performance, including SLA, response and resolution times, CSAT, backlog, queues, shifts, and resource allocation.
- Use BI and operational data to identify improvements across multiple countries and time zones.
- Lead AI and automation initiatives for triage, tagging, escalation, reporting, self-service, and knowledge management.
- Improve the first-line to second-line to engineering workflow and bug handoffs.
- Lead, coach, and grow a distributed support team while building career paths and quality standards.
- Partner with Product and Engineering to turn customer feedback into product improvements.
Requirements
- At least 3 years of experience leading technical or customer support teams, ideally in SaaS.
- Proven experience managing SLA, CSAT, support queues, and operational KPIs.
- Experience managing distributed teams across countries and time zones.
- Strong knowledge of helpdesk platforms and support automation.
- Hands-on experience with AI/LLM-based support automation or a clear implementation vision.
- English at C1+ level and availability to work from Budapest, Hungary.
Nice to have
- SQL knowledge.
- Hungarian or another additional language.
Culture & Benefits
- Official employment with a fast-growing international SaaS company.
- Ownership and autonomy over the support strategy, team, and automation roadmap.
- AI-first environment with the opportunity to build AI-powered support solutions.
- Modern office and collaboration with an international team across five countries and customers in 81 countries.
- 5/2 schedule with the option to arrange alternative days off; working hours are 09:00–18:00 or 10:00–19:00.
- Birthday day off and flexible public holiday policy.
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