Head Of Support
Job Description
A global HR tech and payroll solutions provider driving digital transformation and seamless workforce management worldwide.
Qualifications:
-Open to EMEA-based candidates, aged 45 and below
-Bachelor's degree in Engineering, Computer Science, Information Technology, or related technical field; master's degree or MBA is a plus
-Minimum 7 years in SaaS product support or service delivery, with at least 3 years leading a support team
-Experience in global payroll, HCM, or fintech SaaS strongly preferred; with familiarity in LLM-based agent architectures and prompt engineering
Responsibilities Duties:
-Lead and execute an AI-first support strategy focused on automation and ticket reduction.
-Own SLA performance, KPIs, and support analytics, driving continuous improvement.
-Manage and develop a global support team (L3 engineers, AI ops, support engineers).
-Partner with Product and Engineering to ensure root cause resolution and long-term issue elimination.