Head Of Customer Support (SaaS)

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!