Head of Support (m / f / x)

osapiens Madrid, Community of Madrid, Spain

Overview Join to apply for the Head of Support (m / f / x) role at osapiens . Location : Madrid. Employment Type : Permanent - Full Time. Department : Customer Support. 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).

Responsibilities Operational Leadership & Team Performance : Lead and motivate a 30-person support team with direct oversight of operations in Madrid, ensuring engagement, compliance with contracted hours, and achievement of expectations.

Resource planning : Establish and maintain KPIs, performance standards, and review processes to reduce variability and promote ownership and accountability.

Capacity & escalation : Ensure resource coverage aligns with business needs, especially for critical escalation paths and P1 incidents.

Service Quality & Customer Experience : Define and enforce communication guidelines and quality standards across all channels; conduct ongoing training, QA reviews, and coaching to improve consistency, clarity, and customer empathy.

Continuous improvement : Implement feedback loops from ticket reviews, surveys, and escalations to enhance service delivery.

Strategic Development & Innovation : Develop and execute a long-term vision for the support function; test new strategies, tools, workflows, and engagement models to increase responsiveness and scalability.

Roadmap & Cross-functional Alignment : Build a roadmap aligned with company growth, product evolution, and customer expectations; work with Product, Engineering, and Professional Services to streamline escalations and root-cause resolution.

Automation & Self-Service : Standardize processes across teams to minimize complexity; drive ticket automation, routing, SLA tracking, and integration with development / product tools; expand self-service channels to reduce ticket volume.

End-to-End Experience : Collaborate with Customer Operations to deliver a seamless customer journey and represent Support in leadership discussions.

Qualifications Requirements 5–10+ years in support leadership roles, ideally in B2B SaaS or enterprise software.

Experience leading mid-to-large support teams (25–50 people) with diverse skills and performance levels.

Track record of improving support quality, consistency, and high-performing culture.

Hands-on experience with support process automation, knowledge management, and self-service enablement.

Strategic thinking with execution discipline : prioritize initiatives, measure success, and drive change across multiple teams.

Excellent people leadership and coaching, in hybrid and onsite environments.

Preferred Qualifications Familiarity with tools (Zendesk, Salesforce Service Cloud, Jira, etc.).

Experience in regulated environments or with mission-critical systems.

Exposure to support analytics, dashboards, and operational planning.

Experience launching or managing tiered or premium support offerings.

Success Metrics Increase in CSAT / NPS and SLA compliance; reduction in average resolution time and backlog.

Growth in self-service adoption and deflection.

Adherence to communication guidelines and 40h engagement; streamlined cross-team workflows with clear ownership.

Benefits A purpose-driven mission supporting global industry pioneers in tackling complex challenges.

Creative collaboration and open communication culture.

Hybrid work options for flexibility and team bonding.

Growth opportunities, both personally and professionally.

Team events and international collaboration with global teams.

Inspiring workspaces in Madrid and beyond.

Details Seniority level : Director

Employment type : Full-time

Job function : Other

Industries : Software Development

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