Head of AI-Driven Global Support

Lucanet; Madrid; Hybrid; EUR 95,000 - 120,000; Full time

Benefits offered by this job

Flexible and hybrid working

Remote work from another country

Professional development budget

Structured feedback process

Paid volunteer days

Health and wellbeing support

Paid vacation days

Private health insurance

Corporate discounts platform

Job summary

Lucanet in Madrid is seeking a Head of Customer Support to transform the function into an AI-first, automation-driven team delivering fast, accurate, and caring help at scale. You will own the vision, roadmap, and results across tNPS, SLA adherence, and incident management.

You'll partner with Product, Engineering, and Success teams across time zones and languages to build a high-performing global support organization and to ensure customer voices shape the roadmap.

Qualifications

• Led a customer-facing operations team of 20+ people in B2B software.
• Rolled out AI/chatbots/automation with measurable results.
• Led change balancing automation with personal customer experience.
• Built customer-facing ops across multiple time zones and languages.
• Owned SLAs and Support metrics with cross-functional teams.

Responsibilities

• Lead the shift to an AI-first, automation-driven support function.
• Roll out chatbots, automation 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 coverage for incidents.
• Partner with Product, Engineering and Success on complex issues.
• Manage the Support budget, staffing and quality governance.

Skills

Team leadership

AI/automation in support

Cross-functional collaboration

SLA management

Tools

ITIL

Knowledge management systems

Job description

Lucanet in Madrid is seeking a Head of Customer Support to transform the function into an AI-first, automation-driven team delivering fast, accurate, and caring help at scale. You will own the vision, roadmap, and results across tNPS, SLA adherence, and incident management.

You'll partner with Product, Engineering, and Success teams across time zones and languages to build a high-performing global support organization and to ensure customer voices shape the roadmap.