1174
Reģistrācijas numurs: 40003835251
- Apraksts
- Pamatinformācija
- Uzņēmums
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:
1) Strategy & Operating Model
· 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 decisionmaking frameworks.
2) Performance, AI & Continuous Improvement
· Drive AI and automation in support (case handling, knowledge management, selfservice).
· Own KPIs, SLAs, service metrics and reporting.
· Improve efficiency, quality and predictability in support delivery.
· Lead continuous improvement initiatives across the function.
3) Organization, Leadership & Collaboration
· Build and develop the leadership layer (team leads and managers).
· Clarify roles, responsibilities and accountability.
· Create a highperformance culture with clear expectations and followup.
· Integrate multiple support teams across countries into one unified structure.
· Balance global consistency with local and productspecific 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 scaleup 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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€
6250
Atrašanās vieta
- Rīga, Latvija
Darba veids
- Pilna slodze
- Elastīgs darba laiks
Valodas
- Angļu
Kontaktpersona
Anete Karline Rudzite
Anete Karline Rudzite
Grafton Recruitment is one of the largest recruitment companies in Europe with 40 years of experience. Our goal is to become your reliable and long-term recruitment partner, providing a full range of HR solutions at the highest level and working as an integrated extension of your team.
We are here on the global and Baltics local level to provide personalized recruitment solutions for your business: from junior to middle-level specialists, from top-level specialists to managers.
By combining our industry-leading and specialized people with best-in-class processes and technology, we are able to deliver tailored cost-effective recruitment solutions and unrivaled service excellence.
Grafton's portfolio of clients extends across all sectors, from public to private. We take care of your Recruitment solutions from single positions to large-scale projects.
Reģistrācijas numurs: 40003835251
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