КипрКомпания не указана
Head of Technical Support
3 нед. назад
КипрSeniorOnsiteC1
slacsathelpdesk platformssupport automationaillmbisql
The company is a fast-growing international SaaS platform helping service businesses with online bookings, automation, and revenue growth, used by entrepreneurs in 81 countries. The Head of Technical Support will take full ownership of the support function, driving faster, data-driven, and automated support processes.
About the company
- We are a fast-growing international SaaS company with offices in Hungary, Brazil, Armenia, Kazakhstan, and Cyprus.
- Our platform helps service businesses accept online bookings, automate operations, and grow revenue.
- Entrepreneurs in 81 countries use our product.
Responsibilities
- Own SLA, response and resolution times, CSAT and backlog.
- Optimise queues, shifts and resource allocation across multiple countries and time zones.
- Use BI and data to drive operational improvements.
- Lead AI and automation initiatives across support workflows.
- Develop the knowledge base and increase self-service and deflection.
- Automate triage, tagging, escalation and reporting.
- Improve the first-line → second-line → engineering workflow.
- Lead, coach and grow a distributed support team.
- Build career paths and quality standards for the team.
- Partner with Product and Engineering to turn customer feedback into product improvements.
Requirements
- 3+ years leading technical/customer support teams, ideally in SaaS.
- Proven track record with SLA, CSAT, support queues and operational KPIs.
- Experience managing distributed teams across countries and time zones.
- Strong knowledge of helpdesk platforms and support automation.
- Hands-on experience with AI/LLM-based support automation or a clear implementation vision.
- Comfortable with BI and data-driven decision-making; SQL is a plus.
- Understanding of bug triage and engineering handoffs.
- English C1+; Russian language is a plus.
Conditions
- Competitive salary + KPI-based bonus tied to your impact.
- Official employment in Cyprus with a fast-growing international SaaS company.
- Real ownership and autonomy over the support strategy, team and automation roadmap.
- AI-first environment with the opportunity to build AI-powered support solutions.
- International team & global product — colleagues across 5 countries and customers in 81 countries.
- Opportunity to grow the function and team as the business scales.
- Modern office and a collaborative international environment.
- Birthday day off + partner discounts + free coffee and tea.