Global AI-Driven Customer Support Leader

Causal; España; Hybrid; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Flexible hybrid working

Remote work up to 90 days abroad

Professional development budget

Structured feedback process

Volunteer days

Health and wellbeing support

Paid vacation 28 days

Private health insurance

Corporate discounts platform

Job summary

Lucanet in Spain is seeking a Head of Customer Support to transform the function into an AI-first, automation-driven unit, delivering fast, accurate, and caring help at scale. You will own the vision, roadmap, and results, from tNPS to SLA adherence, while collaborating with Product, Engineering, and Success teams across multiple time zones and languages.

You will build and lead an international Support team, manage the budget and governance, and report into the Customer Excellence leadership.

Qualifications

• Led a customer-facing operations team of 20+ people, including managers, through scaling in B2B software.
• Rolled out AI, chatbot or automation tools in a customer-facing function with measurable results.
• Led organizational change balancing automation with personal customer experience.

Responsibilities

• Lead the shift to an AI-first, automation-driven Support function.
• Roll out chatbots, automation and self-service to cut resolution times.
• Build, coach and develop a high-performing Support team across time zones and languages.
• Own Support metrics (tNPS, first contact resolution, deflection rate, response and resolution times), SLA adherence.
• Set up on-call rotations and holiday coverage for incident response.

Skills

Led a customer-facing ops team

AI-driven support

Change management

Multi-timezone operations

SLA and metrics ownership

Job description

Lucanet in Spain is seeking a Head of Customer Support to transform the function into an AI-first, automation-driven unit, delivering fast, accurate, and caring help at scale. You will own the vision, roadmap, and results, from tNPS to SLA adherence, while collaborating with Product, Engineering, and Success teams across multiple time zones and languages.

You will build and lead an international Support team, manage the budget and governance, and report into the Customer Excellence leadership.