Head of Customer Support

Lucanet; Berlin; Hybrid; EUR 90,000 - 150,000; Full time

Benefits offered by this job

Flexible and hybrid working

Remote work from another country

Development budget

Structured feedback process

Paid volunteer days

Health and wellbeing support

Paid vacation days

Health and sports support

Pension contributions

Corporate discounts platform

Job summary

Lucanet is seeking a Head of Customer Support to lead an AI-first, automation-driven function that gives customers fast, accurate and caring help at scale. You’ll own the vision, roadmap and results, from tNPS to SLA adherence, and work with Product, Engineering and Customer Success.

You’ll build an international Support team across time zones and languages, set up on-call coverage, manage the budget and quality governance, and represent the voice of the customer to the leadership team.

Qualifications

• Experience leading a customer-facing ops team in B2B software.
• Proven rollout of AI/chatbot/automation in customer support.
• Experience balancing automation with personal customer experience.
• Experience running multi-time-zone, multi-language support.
• Owns SLAs and support metrics and collaborates with Product/Eng.

Responsibilities

• Lead AI-first shift in support while balancing automation with personal service.
• Roll out chatbots and self-service to cut resolution times.
• Build and coach a high-performing global support team.
• Own support metrics, SLA adherence and incident management.
• Set up on-call rotations and holiday coverage.
• Partner with Product, Engineering and Customer Success on complex issues.
• Manage the support budget, staffing and quality governance.
• Represent the voice of the customer to leadership.

Skills

People leadership

AI / automation

Change management

Multi-time zone ops

SLA & metrics

Job description

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 own the vision, the roadmap and the results, from tNPS 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 build an international Support team that covers multiple time zones and languages for our growing global customer base. We look for people who keep growing, take real ownership, and lift the people around them.

What You'll Do

• 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 (tNPS, first contact resolution, deflection rate, response and resolution times), SLA adherence and customer-facing incident management.
• Set up on-call rotations and holiday coverage for incident response and customer communication.
• 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:

• Led a customer-facing operations team of 20+ people, including managers, through a scaling phase in B2B software, coaching and developing people along the way.
• Rolled out AI, chatbot or automation tools in a customer-facing function, with measurable results such as higher deflection or faster resolution.
• Led organizational change that balanced automation with a personal customer experience.
• 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:

• Experience with ITIL or structured incident management.
• Experience with workforce management and capacity planning in Support.
• Experience working with partner or 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.

About Lucanet

Lucanet is the CFO solution platform for modern finance and tax teams, automating processes from consolidation and financial planning to tax compliance, ESG reporting, and cash management. More than 6,000 companies worldwide rely on our easy-to-use, out-of-the-box SaaS platform. We're PE-backed and growing across global markets. Behind the platform is a global team of 900+ people who care about doing the work well. We challenge each other to move fast without cutting corners and build solutions that change how finance and tax leaders operate. If you want your work to have real reach, and your growth is important to you, Lucanet is the right place for you.

Discover more about Lucanet as an employer.

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