Overview
Mapal Group is looking for a Madrid or Edinburgh based Head of End User People Solutions
The Head of End User Support reports directly to the Director of End-User Support and will lead regional teams (UK, Iberia, LATAM) to deliver exceptional support services, align operations with company goals, drive performance, and strengthen a multicultural and multilingual team culture.
Location : Madrid or Edinburgh. Frequent travel to Madrid / Edinburgh may be required depending on the candidate's location.
Key indicators
- Case resolution time and compliance with internal SLAs
- Customer Satisfaction (CSAT)
- Team performance (Quality Control checks)
- KPIs for process improvement projects
- Managing a diverse workload with requests coming from multiple stakeholders (support, sales, customer success, product teams)
- Prioritizing between reactive customer support needs and proactive strategic initiatives
- Adapting to evolving product releases and maintaining up-to-date knowledge of the ecosystem
- Managing escalations effectively while balancing customer expectations and internal constraints
- Supporting high-impact customers in a fast-paced and dynamic SaaS environment
- Directly manage Team Leads, Tier 2 / System Analysts, and Senior Support Specialists
- Conduct regular quality checks and 1 : 1 meetings with team members to ensure high performance and engagement
- Collaborate with Sales, Marketing, Customer Success, and Product teams to drive improvements based on customer feedback and insights
- Define and align department strategy with company business objectives. Take part in case management during periods of high workload to support team performance
- Establish and monitor KPIs across the department to track performance and identify areas for improvement
- Oversee the resolution of critical customer issues and complaints;
act as the final decision-maker for high-level escalations
Build and nurture a strong, values-driven team cultureHire, mentor, and develop team leads to build a scalable and resilient leadership structureEvaluate, implement, and optimise tools and systems to improve productivity and service qualityIdentify workflow inefficiencies and lead the implementation of process improvementsQualifications
Minimum 7–10 years of experience in customer support or technical support roles, with at least 3–5 years in a senior management or departmental leadership positionExperience managing multicultural, geographically distributed teams, preferably across the UK, Iberia, and LATAMDemonstrated ability to lead both in-office and remote teamsA strong track record of handling critical customer escalations, resolving high-impact issues, and acting as the final decision-maker in complex support casesExperience working closely with Product, Sales, Marketing, and Customer Success teams to share insights and influence product / service improvementsITIL Foundations basics;demonstrated experiencedefining and executing support strategies, setting KPIs, and using data and tools to drive performance and service quality
Proven ability to lead change management initiatives, streamline workflows, and implement scalable support processesExperience in a SaaS, hospitality tech, or enterprise software environment is highly desirableStrong understanding of support-related tools and systems (e.G., Zendesk, Freshdesk, Salesforce Service Cloud, or similar platforms)Fluent in English and Spanish (both written and verbal);French is a plus
Able to navigate cultural nuances across regions and foster inclusive team dynamicsFrequent business trips will be required to Madrid / Edinburgh (depending on location)A passion for delivering exceptional user experiences and a deep empathy for customer needsSkills and Abilities
Relentless optimist with a solution-oriented mindsetProactive and capable of taking ownership of challengesExcellent communication and listening skills, with strong empathy for customersHighly organized, rigorous, and able to synthesize complex informationStrong analytical skills and problem-solving abilitiesAdaptability to a fast-paced, evolving SaaS environmentBonus : Technical knowledge of integrations, APIs, or SaaS platformsStrategic Leadership : Design and execute a vision for support excellenceCross-Functional Collaboration : Work effectively with Sales, Marketing, and Product teams to ensure aligned goalsData-Driven Decision Making : Leverage metrics and reporting to enhance quality and efficiencyCrisis Management : Lead responses to critical issues with composure and clarityChange Management : Guide the team through transitions and improvements in structure or processOur values
At Mapal Group, you will find a fast-paced, agile, and multi-cultural work environment where we move quickly to meet the needs and surpass the expectations of the world’s largest hospitality providers. Our passion for customer service drives us to become the clear market leader in hospitality solutions for hotels, pubs, restaurants, and institutions. With our continued expansion, we seek qualified candidates who share our vision, values, and commitment to superior customer service and market growth.
We are committed to equal opportunities and creating an inclusive workplace where everyone is valued and respected.
Seniority level
Mid-Senior levelEmployment type
Full-timeJob function
Strategy / Planning and Customer ServiceIndustries
Hospitality and Software Development#J-18808-Ljbffr