Head of Customer Support

The role and the team

As a Head of Customer Support (all genders), you’ll turn our Support function into an AI-first, automation-driven team that gives customers fast, accurate and caring help at scale. You’ll set a forward-looking strategy, reshape the function and own the results, from tNPS and first contact resolution to SLA adherence.

You’ll work closely with Product, Engineering, Customer Success and other teams of the Customer Excellence division, as well as with our partner ecosystem. You’ll shape an international Support team that covers multiple time zones and languages for our global customer base. We look for people who keep growing, take real ownership, and lift the people around them.

What you'll do

• Build a forward-looking Support strategy and reshape the function, not only run its operations.
• Lead the shift to an AI-first Support function, balancing automation with personal service and making change stick.
• Roll out chatbots, automation and self-service to cut resolution times and raise deflection rates, backed by a knowledge management framework.
• Build, coach and develop a high-performing Support team across multiple time zones and languages.
• Own Support metrics, SLA adherence and customer-facing incident management, including on-call and holiday coverage.
• Partner with Product, Engineering, Partner Success and customer-facing teams on complex issues, roadmap input and partner handovers.
• Manage the Support budget, staffing and quality governance, and represent the voice of the customer across Lucanet.
• Report into the Customer Excellence leadership team.

What you bring

You have:

• Built a forward-looking strategy for a function and reshaped it, not only run its day-to-day operations.
• Rolled out AI, chatbot or automation tools in a customer-facing function, with measurable results such as higher deflection or faster resolution, while keeping the customer experience personal.
• Led a customer-facing operations function through major change in B2B software, such as automation, while coaching and developing people.
• Built or run customer-facing operations across multiple time zones and languages.
• Owned SLAs and Support metrics, and worked with Product, Engineering and Customer Success to turn customer insights into action.

It’s a plus if you also have:

• A background in strategy consulting. Career changers are welcome.
• A degree in business, economics, or a related field, or relevant experience in strategy or operations
• Experience with ITIL or structured incident management, workforce management and capacity planning, or partner and reseller ecosystems in Support.

Perks at work

• Flexible and hybrid working: our Lucaflex model lets you plan your working hours and location according to your needs and professional responsibilities.
• Remote work from another country: work up to 90 days a year outside your home country, supported by our partner Workflex.
• Professional development budget: get dedicated time, resources and budget to build the skills for your career path.
• Structured feedback process: Lucanet Engage supports your personal and professional development through regular dialogue.
• Paid volunteer days: take the time to volunteer, alone or with your team, for causes you care about.
• Health and wellbeing support: access company wellbeing programs, sport subsidies and mental health support through external partners.
• Paid vacation days: take 30 days a year to rest, travel and recharge.
• Health and sports support benefit: get support for your health and sports activities.
• Pension support: build your retirement savings with employer pension contributions.
• Corporate discounts platform: get exclusive discounts across travel, retail, technology, and more.

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