Head of Support

We are looking for an experienced Head of Support to lead our Support and Customer Experience operations in a fast‑growing SaaS company focused on business management and accounting solutions.

Responsibilities

• :Lead and manage Support teams across Tier level
• sDrive troubleshooting excellence and ensure high‑quality technical suppor
• tWork closely with Product, R&D, QA and Sale
• sImplement processes, workflows, KPIs and SLA
• sImprove customer experience and retention through proactive suppor
• tOversee onboarding, training, and professional development of team member
• sLead cross‑departmental projects and feature rollout coordinatio
• nMonitor performance, optimize efficiency and enhance automatio

nRequirements

• :3+ years of experience managing Support / CS teams in SaaS environment
• sStrong hands‑on technical background and advanced troubleshooting skill
• sExperience with APIs, logging, integrations, and ticketing system
• sData‑driven mindset with experience defining KPIs, SLAs and operational dashboard
• sExcellent customer‑facing abilities and stakeholder communication skill
• sAbility to balance leadership with hands‑on executio