обновлено 12 дней 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): Scaling a first- and second-line support function for an international SaaS platform with an accent on SLA performance, data-driven operations, and AI-powered automation. Focus on optimizing queues across countries and time zones, automating triage and escalation, and building effective workflows between support and engineering.
Location: Budapest, Hungary
Company
is an international SaaS company providing online booking, operations automation, and revenue-growth tools for service businesses in 81 countries.
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 and implement performance improvements.
- Lead AI and automation initiatives across triage, tagging, escalation, reporting, knowledge management, and self-service.
- Improve workflows between first-line support, second-line support, and engineering.
- Lead, coach, and grow a distributed support team while establishing 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, support automation, bug triage, and engineering handoffs.
- Hands-on experience with AI/LLM-based support automation or a clear implementation vision.
- English at C1+ level required. Comfort with BI and data-driven decision-making is expected; SQL is a plus.
Nice to have
- Hungarian or another additional language.
- SQL experience.
Culture & Benefits
- Official employment with a fast-growing international SaaS company.
- Competitive compensation with a KPI-based bonus tied to impact.
- Ownership and autonomy over the support strategy, team, and automation roadmap.
- AI-first environment with the opportunity to build AI-powered support solutions.
- Work with an international team across five countries and a product used in 81 countries.
- 5/2 schedule with alternative days off possible; working hours are 09:00–18:00 or 10:00–19:00, plus a birthday day off and flexible public holiday policy.
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