Head of Support (AI)

TL;DR

Head of Support (AI): Building and leading the Customer Support function from the ground up for an AI-driven enterprise platform with an accent on operational foundations and scalability. Focus on defining the operating model, managing contractual SLAs, and implementing scalable support tooling and processes.

Location: Must be based in Spain (Remote)

Company

hirify.global is an AI company developing enterprise software solutions.

What you will do

• Build and own the Customer Support function from the ground up, defining the optimal operating model (in-house vs outsourced).
• Hire, train, and develop an internal support team or manage external support partners.
• Ensure consistent delivery against contractual SLAs and manage the support budget.
• Design and implement scalable operations, including escalation paths, workflows, knowledge bases, and on-call rotas.
• Select and optimize the support tooling ecosystem, including ticketing and incident management systems.
• Establish operational KPIs (CSAT, SLA adherence, resolution times) and partner with Product and Engineering for root-cause analysis.

Requirements

• 8+ years of experience in Customer Support, Technical Support, or Support Operations within a SaaS company.
• Proven experience building a support function from scratch.
• Experience managing contractual SLAs, operational KPIs, and budgets.
• Expertise in support tooling such as Zendesk, PagerDuty, Freshdesk, Intercom, or Jira Service Management.
• Fluent in both Spanish and English.
• Experience hiring and coaching support teams and managing third-party vendors.

Nice to have

• ITIL or other Service Management certifications.
• Experience supporting AI, enterprise software, or highly technical SaaS products.