Head of Support & Training

Connected Cars; København; On-site; DKK 1,000,000 - 1,400,000; Full time

Benefits offered by this job

Competitive salary

Attractive pension

Friday bars

Monthly social events

Affordable lunch scheme

Unlimited office snacks

Job summary

Connected Cars is seeking a Head of Support & Training to lead a 5-person technical product support team and to scale international operations. You will partner with Sales and Customer Success to translate technical solutions into customer value, drive onboarding for 15–20 CIC stakeholders, and own Zendesk architecture and performance metrics.

The role requires strong B2B SaaS/IoT support leadership, deep technical and commercial acumen, and experience managing multi-market accounts.

Qualifications

• Proven track record leading B2B technical support in a high-growth SaaS/IoT environment.
• Experience with software integrations, diagnostics, and APIs.
• Ability to translate technical guidance for technical and commercial stakeholders.
• Experience with multi-market enterprise accounts.

Responsibilities

• Lead a 5-person product support team, including one fully remote member.
• Collaborate with Sales & CS to enable account growth and value.
• Own Zendesk architecture, routing, SLAs, and performance metrics.
• Oversee onboarding and training for 15–20 international CIC stakeholders.
• Act as senior escalation point for complex enterprise issues.

Skills

Team Leadership

SaaS experience

Zendesk expertise

Technical acumen

Global stakeholders

English communication

Tools

Zendesk

Job description

Connected Cars is on an ambitious mission to connect millions of vehicles through real-time data, enabling safer and more sustainable mobility. Our team of ~70 people is driven by a shared belief in community, team effort, and quality solutions.

The Position

As we rapidly scale across international markets, we are looking for a Head of Support & Training. Exceptional support and structured customer training are core drivers of our product adoption. Sitting within the Commercial team, you will lead a dedicated technical product support team of 5, act as a proactive operational bridge for our Customer Success Managers (CSMs) to help them translate technical solutions into tangible customer value, and drive the onboarding strategy for 15–20 international Customer Interaction Centre (CIC) stakeholders.

Key Responsibilities

• Team Empowerment & Leadership: Mentor and develop a team of 5 Product Support Specialists (including one fully remote). After our in depth onboarding, you will step back from daily ticket execution to empower the team, delegating ownership of strategic projects and functional areas so they can grow as independent, proactive professionals.
• Proactive Commercial Enablement: Partner closely with Sales & CS, moving beyond reactive troubleshooting to actively equip CSMs with the technical insights and operational backing needed to unlock customer value and drive account expansion.
• Technical Escalations: Serve as the senior escalation point for complex enterprise issues across our hardware, telematics, and app ecosystem, ensuring prompt root-cause resolution.
• Enterprise Partner Governance: Lead the onboarding and training of 15 -20 international CIC and market support leads, ensuring local operations can support our product at scale.
• Zendesk Architecture: Own and optimize our Zendesk setup - designing efficient ticket routing, automation, SLAs, and performance metrics.
• Training Frameworks: Collaborate with Product & Brand Marketing to create scalable training templates and academy materials for internal teams, external CICs, and end-users.

What You Bring

• Support Leadership: A proven track record of leading B2B technical support in a high-growth SaaS, IoT, or tech environment, with a strong focus on fostering team autonomy and delegating project leadership.
• Technical & Commercial Acumen: Comfortable with software integrations, app/hardware diagnostics, and APIs, paired with a strong understanding of how proactive support drives product adoption, customer value, and long-term retention.
• Global Stakeholder Management: Experience working with multinational enterprise accounts and multi-market partner teams.
• Zendesk Expertise: Hands-on experience configuring and administering Zendesk for automated, scalable workflows.
• Communication: Excellent written and verbal English, with the ability to translate complex technical realities into clear guidance for both technical and commercial stakeholders.

Why Connected Cars?

• The opportunity to shape a vital support function during a critical phase of international growth.
• A collaborative culture valuing technical rigor and commercial ambition.
• Competitive salary, attractive pension, Friday bars, monthly social events, affordable lunch scheme, and unlimited office snacks.

Connected Cars is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.