Head of Support

Our client is a fast-growing software company delivering solutions that help organisations streamline complex processes, improve control, and generate reliable, data-driven insights. Their SaaS platform enables teams to work more efficiently and make better-informed decisions.

With an international customer base and strong, sustained growth, the company offers a collaborative, learning-oriented environment alongside ambitious plans for continued expansion.

To support this growth, we are looking for a: Head of Support

Key responsibilities:

· Set and implement the global support strategy aligned with growth and product roadmap.

· Design a scalable operating model across countries, teams and products.

· Standardized processes, tools, SLAs and ways of working.

· Establish governance, escalation paths and decision‑making frameworks.

· Drive AI and automation in support (case handling, knowledge management, self‑service).

· Own KPIs, SLAs, service metrics and reporting.

· Improve efficiency, quality and predictability in support delivery.

· Lead continuous improvement initiatives across the function.

· Build and develop the leadership layer (team leads and managers).

· Clarify roles, responsibilities and accountability.

· Create a high‑performance culture with clear expectations and follow‑up.

· Integrate multiple support teams across countries into one unified structure.

· Balance global consistency with local and product‑specific needs.

· Ensure consistent customer experience across all markets and products.

· Work closely with Product, Engineering, Customer Success and Commercial so support insights feed into product and service improvements.

What we’re looking for:

· Senior leadership experience within a SaaS company.

· Proven track record leading large, distributed support organizations.

· Experience working across multiple countries and cultures.

· Strong background in operational excellence, process development and scaling support.

· Experience from integration, transformation and/or scale‑up environments.

· Experience implementing AI‑enabled support, automation or self‑service.

· Strategic clarity combined with strong execution skills.

· Structured, analytical, KPI‑driven approach.

· Comfortable driving change in an established organization.

· Clear, decisive leadership style with ability to build accountability and performance.

· Able to balance global standardization with local flexibility.

· Fluent in English.

What do we offer:

· Opportunity to join a fast-growing international fin-tech SaaS company with clear strategic direction.

· Salary starting from 6250 EUR gross per month (final offer depending on experience).

· Additional Benefits: remote/hybrid working options, flexible working hours, support for a comfortable work setup, health insurance, well-being support, lunch benefits and additional days off for rest and recovery.

This is a confidential search managed by our agency; full details will be shared with shortlisted candidates.

For more information, please contact Grafton Recruitment.

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