Head of Support

TL;DR

Head of Support: Build and lead global support team for smart locker delivery platform with an accent on end-to-end operations, scalable frameworks, and customer insights. Focus on defining processes, tracking KPIs, and collaborating with product and operations teams to resolve issues and improve services.

Location: Hybrid in Lisboa, Portugal

Company

World’s leading smart locker solution enabling sustainable online deliveries, fastest-growing scale-up in Europe with 1000% growth over three years.

What you will do

• Lead, grow, and develop the global Support team with clear goals, processes, and culture of ownership and empathy;
• Own end-to-end customer support operations including ticket management, SLAs, tooling, and performance reporting;
• Act as voice of the customer, collaborating with Product, Operations, and Field teams to resolve issues and inform improvements;
• Design scalable support frameworks like self-service, knowledge base, and tiered models for international expansion;
• Track key support KPIs and report to senior leadership;
• Manage external support partners for quality and consistency.

Requirements

• 5+ years in customer support or success, 2+ years in leadership;
• Proven track record scaling support in fast-growing tech environment;
• Strong analytical skills using data for root causes and impact measurement;
• Excellent English communication skills;
• Experience with support tools like Zendesk, Freshdesk, or Intercom;
• Hands-on problem-solving attitude.

Nice to have

• Experience in hardware/IoT, logistics, or last-mile delivery;
• Managing outsourced support operations onshore/offshore;
• Familiarity with multi-country European support;
• AI-assisted support tools or chatbots.

Culture & Benefits

• Remote-friendly policy and flexible hours;
• Competitive salary, performance bonus, and tailored benefits;
• Portuguese Health Insurance including mental health;
• Flexible Sports and Wellness membership;
• Unlimited days off (subject to approval);
• Dynamic environment with innovation, collaboration, and learning.