Head of Customer Service & Support

Description

We are seeking an exceptional leader to build, manage, and scale our Customer Service and Technical Support department. Reporting directly to our Chief Revenue Officer (CRO), you will take ownership of transforming our current technical support unit into a proactive, customer-centric service and support operation that drives customer satisfaction, retention, and growth. This role is highly hands-on, requiring direct involvement in daily operations, strategic initiatives, team mentoring, and execution excellence.

 Key Responsibilities

• Manage, mentor, and develop a cohesive team focused on delivering outstanding customer experiences (currently 3 team members).
• Redefine and optimize service and support processes, establishing clear standards for quality, efficiency, and customer-centricity.
• Implement and leverage cutting-edge AI-driven customer service technologies, integrating them seamlessly into our workflows (e.g., ChatGPT or other relevant tools).
• Collaborate closely with Sales, Customer Success, Product, and Technical teams to ensure alignment, knowledge sharing, and seamless customer journeys.
• Establish and monitor KPIs and service standards to continuously evaluate and improve departmental performance.
• Drive a culture of proactive customer engagement, feedback collection, and continuous improvement.
  
  

• Proven leadership experience managing customer service and technical support teams (up to 10 people maximum) in a small-to-medium technology company or tech startup environment.
• Deep expertise in B2B customer service environments, particularly in SaaS or technology-driven products.
• Strong track record in implementing and actively managing AI-driven customer service platforms and integrations.
• Highly energetic, proactive, execution-driven professional with excellent problem-solving skills.
• Exceptional communication, interpersonal, and collaborative skills.
• Demonstrable ability to build strong customer relationships and effectively resolve customer issues with empathy and strategic thinking.
  
  

• At least 3-5 years experience leading Customer Service and Technical Support departments in tech startups or SMBs.
• Practical experience with advanced customer service technologies, specifically AI-driven systems.
• Native-level English communication skills (verbal and written).