Head of Customer Support
B2B SaaS · EMEA · Spain · Madrid
Total compensation band $150K+. The figure is the member's band, not an offer.
Head of Customer Support with 20 years of experience building and scaling technical support organizations in complex B2B software environments. Specializes in transforming informal, people-dependent support operations into reliable, scalable functions with clear ownership and predictable processes. Proven track record of leading global distributed teams, delivering measurable improvements in resolution times and SLA performance, and working closely with Product and R&D teams to reduce support workload through systematic issue prevention.
Achievements
- Improved issue resolution time by 42% and maintained CSAT of 4.7+ with 95%+ SLA compliance
- Reduced Tier 1 first response time to under 1 hour in 98% of cases
- Reduced Tier 3 team backlog by over 60% through performance optimization
- Decreased support-related R&D workload by 55% through Product collaboration
- Secured $1M+ in renewals and upsells by aligning Support, Services, and Sales
Skills
- Customer Support Management
- Technical Support Operations
- Global Team Leadership
- Cross-functional Collaboration
- Stakeholder Management
- Performance Management
- Process Optimization
- Capacity Planning
- Incident Response
- Team Building
- KPI Management
- Continuous Improvement
Looking for
- Director of Customer Support
- Director of Technical Support
- Head of Customer Support
- Head of Technical Support
- Director of Customer Experience
Experience
- Technical Support Manager (Support Function Owner / Acting Head of Support) — VictoriaMetrics 11/2024 - current
Built and scaled technical support function from ground up for fast-growing B2B observability platform. Established end-to-end support operations including 24/7 coverage, migrated from Zendesk to Jira Service Management, and built reliable team culture.
- Director of Customer Support — Nintex 01/2022 - 08/2024
Led global technical support operations for large B2B automation platform supporting enterprise customers across EMEA, Americas, and APAC. Reduced resolution time by 42% while maintaining 4.7+ CSAT and 95%+ SLA compliance.
- Director of Customer Support — Kryon (acquired by Nintex) 09/2020 - 01/2022
Led and stabilized global 24/7 technical support operations (16 engineers across Israel, Bulgaria, UK) for rapidly growing B2B automation platform during scale and acquisition preparation. Reduced first response time to under 1 hour in 98% of cases.
- Director of Customer Success, Technical Support and Professional Services — Continuity Software 01/2018 - 09/2020
Owned customer-facing technical functions end-to-end for B2B security software company, combining Support, Customer Success, and Professional Services. Secured $1M+ in renewals and reduced R&D load by 25% through improved collaboration.
- Senior Technical Support Engineer / Technical Lead / Professional Services Engineer — Various Telecom & Enterprise Software Companies 01/2006 - 01/2018
Built technical foundation supporting mission-critical telecom and enterprise systems at companies including Ericsson, Teligent, and Amphora Group. Developed expertise in Linux/Windows systems, networking, databases, and scripting.
Languages
- Russian (C2)
- English (C2)
- Hebrew (C1)
- Spanish (B2)
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