Head of Support (m / f / x)

Department : Customer Support

Employment Type : Permanent - Full Time

Location : Madrid

Description

Team Size : 30+ support agents across 3 domain-focused teams

Customer Base : 2,000+ B2B customers (Regulatory Solutions & Supply Chain Solutions)

Support Channels : Support Portal (primary), 24 / 7 Phone Support (secondary)

We are looking for an experienced and visionary Head of Support to lead, scale, and evolve our global support organization. This role is mission-critical to delivering an exceptional customer experience across both compliance-driven and business-critical software products. You will lead a 30-person team spread across three support domains and drive quality, efficiency, and strategic growth.

In addition to day-to-day operational oversight, you will shape the future of the support function through process optimization, automation, self-service expansion, and performance development. You will work closely with senior management to align on priorities and with the customer operations team to implement scalable solutions that improve customer satisfaction and internal productivity.

Key Responsibilities

Key Responsibilities

1. Operational Leadership & Team Performance

• Lead and motivate a 30-person support team with direct oversight of support operations in our Madrid office , ensuring team members are engaged, meeting expectations, and working contracted hours.
• Establish and maintain clear KPIs, performance standards, and review processes to reduce performance variability and promote a culture of ownership and accountability.
• Ensure resource coverage aligns with business needs, especially for critical escalation paths and P1 incidents .

2. Service Quality & Customer Experience

3. Strategic Development & Innovation

4. Efficiency, Automation & Self-Service

5. Cross-functional Collaboration

Skills, Knowledge and Expertise

Requirements

Preferred Qualifications

Success Metrics

Benefits

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