TL;DR

Head of Customer Support (SaaS): Scaling and elevating the Customer Support function to deliver world-class service by designing a global support strategy and foundational infrastructure. Focus on driving improvements in customer satisfaction, operational efficiency, and team performance to scale the strategic advantage of support.

Location: Barcelona, Spain

Salary: 50.000 € - 70.000 €

Company

%hirify_global% is an all-in-one HR Software fast-growing company founded in 2016, helping SMEs automate HR workflows, centralize people data, and make better business decisions.

What you will do

Define the optimal support team size and organizational structure to meet growing customer demands.
Implement and optimize the necessary technology stack to support high volume and global scale.
Establish and refine standard operating procedures (SOPs) to ensure consistent service delivery across all support channels and segments.
Define and drive key performance indicators, including CSAT, FCR, ART, and NPS.
Leverage support data to identify trends, pain points, and product improvement opportunities, sharing actionable feedback with Product and Engineering teams.
Build, lead, and mentor a high-performing team of Support Leads and Specialists.

Requirements

7+ years of experience in Customer Support or Support Operations, preferably within a high-growth SaaS or tech company.
Proven success in scaling a global support function from a foundational stage to a large-scale operation.
Deep understanding of support metrics (CSAT, NPS, FCR, SLA) and a track record of driving measurable improvements in these areas.
Strong knowledge of tools like Zendesk, Jira, Salesforce Service Cloud, Intercom, including automation and AI-driven support.
Exceptional leadership skills and ability to build and inspire large teams.
Fluent in English; additional languages are a plus.

Nice to have

Experience managing outsourced (BPO) support partners or global, distributed teams.
Background in technical support.
Experience implementing AI-driven contact deflection and self-service strategies.

Culture & Benefits

Save expenses with Cobee and get your salary in advance with Payflow.
Simplify your taxes with TaxDown and maximize your savings!
Healthy life with Wellhub and Alan as private health insurance.
Language classes with Preply & %hirify_global% Language exchange.
Enjoy breakfast in the office, organic fruit, and free coffee.
Flexible schedules, pet-friendly environment, and no dress code!

Head Of Customer Support (SaaS)