Head Of Customer Support

Preply; Laza; Híbrido; EUR 120.000 - 180.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Relocation package to Barcelona Hub

Learning & Development budget

Lessons allowance on Preply.com

Descripción de la vacante

Preply is seeking a Head of Human Support & Enablement to lead the global support function and scale AI-powered experiences. You will own vendor partnerships, develop leadership, and build a high-value customer engagement layer with the best agents.

You will integrate AI across QA, Training, and WFM, and report to the Director of Customer Care. You will drive performance metrics, dashboards, and cross-functional collaboration with Product, Engineering, Marketing, and Supply while shaping a

Formación

• 10+ years in customer support or operations management, with senior leadership exposure.
• Experience growing distributed global support teams across regions/time zones.
• Proven ability to manage BPO vendors / contact center partners globally.

Responsabilidades

• Grow and lead a high-performing global support team across regions/time zones.
• Grow the operational leadership layer with clear accountability structures.
• Own internal and external partnerships, SLAs, KPIs, and escalation protocols.

Conocimientos

Leadership

Vendor management

AI experience

Data-driven

Cross-functional

Customer support ops

Herramientas

Intercom

Looker

Klaus

Intryc

Maestro QA

LMS

Descripción del empleo

We power people’s progress.

At Preply, we’re all about creating life-changing learning experiences. We help people discover the magic of the perfect tutor, craft a personalised learning journey, and stay motivated to keep growing. Our approach is human-led, tech-enabled - and it’s creating real impact.

We’ve just reached unicorn status with a $150M Series D, accelerating our vision to transform education through human-led, AI-enhanced learning. Today, 100,000+ tutors teach 90+ languages to learners in 180 countries - and we’re only getting started. As a category-defining company, we’re shaping what the future of learning looks like at global scale.

Every Preply lesson sparks change, fuels ambition, and drives progress that matters. Joining Preply means helping define the future of education at global scale, and building something that truly matters for millions of people, every day.

Meet the team!

The Customer Support & Enablement team is at the heart of Preply's Customer Care organisation, responsible for delivering exceptional support at global scale. As Preply grows rapidly, this function is evolving to match that ambition, scaling how we deliver support through the right mix of internal teams, external partners, and AI-powered tooling across every layer of the operation.

As Head of Human Support & Enablement, you will own the human side of support end-to-end, reporting directly to the Director of Customer Care. You will lead and scale our global vendor partnerships, grow and develop our operational leadership, build a high-value customer engagement layer from our most experienced agents, and drive AI integration coherently across Operations, QA, Training, and Workforce Management.

This is a high-ownership role at a pivotal moment in Preply's growth - with real scope to shape how world-class customer support operates in an AI-first company.

What you'll be doing:

Grow and lead a high-performing global support team across multiple regions and time zones, fostering a culture of data-driven performance management, continuous improvement, and customer obsession

Develop and grow the operational leadership layer within the team, building clear accountability structures, development pathways, and a strong management bench

Own our internal support and also grow our global external BPO partnerships, managing vendor relationships, performance frameworks, SLAs, KPIs, and escalation protocols across multiple geographies

Identify, develop, and structure our highest-skilled agents into a dedicated customer engagement capability focused on the most complex, high-value interactions: trust & safety cases, product fit-back, high-value customer scenarios, and save situations

Align Operations, QA, Training, and Workforce Management into one coherent function with shared goals, unified ways of working, and measurable outcomes

Own the AI strategy across the human support function, embedded across all teams (QA, WFM, Training), and agentic workflows that augment agent productivity

Drive adoption of AI tools across all supporting functions, ensuring every role is actively leveraging automation and intelligence in their day-to-day

Collaborate closely with the AI Support Delivery function to ensure the human and AI chatbot support layers operate as one seamless experience for customers

Monitor and report on SLAs, CSAT, resolution times, and other key performance metrics; build dashboards and reporting frameworks that give real-time visibility into team performance

Surface insights from human support interactions that can improve product, UX, and operational processes, and work cross-functionally with Product, Engineering, Marketing, and Supply to act on them

What you need to succeed:

10+ years of experience in customer support or operations management, with at least 3 years in a senior leadership role, preferably in a fast-paced marketplace, e-commerce, or tech environment

Track record of building and leading large, distributed, global support teams across multiple regions and time zones

Proven experience managing BPO vendors or contact center partners at global scale, selecting, onboarding, and performance-managing external partners across multiple geographies

Experience leading or closely integrating QA, Training, and Workforce Management functions to the core human support operations

Demonstrated experience applying AI across human support operations

Strong analytical skills with a data-driven approach to performance management; experience with tools like Intercom, Looker, or equivalent platforms

Exceptional people management skills with a track record of developing talent and building high-performing global teams

Excellent cross-functional communication and influencing skills

Customer-first mindset: you balance empathy and operational efficiency without sacrificing either

Comfortable with ambiguity and energised by the opportunity to scale and shape a function — you are a builder as much as an operator

Nice to have:

Experience scaling support operations through a high-growth phase (e.g. 3x–5x volume growth)

Hands-on experience with AI tools. Agentic workflows, AI QA platforms (e.g. Intryc, Maestro QA, Klaus) or modern LMS solutions purpose-built for support teams

Experience building a high-value customer engagement or retention capability in a marketplace or subscription environment

Background in workforce management tooling (e.g. Assembled, NICE, Verint) or AI-driven scheduling solutions

Why you’ll love it at Preply:

An open, collaborative, dynamic and diverse culture;

A generous monthly allowance for lessons on Preply.com , Learning & Development budget and time off for your self-development;

A competitive financial package with equity, leave allowance and health insurance;

Not in Barcelona? We offer an attractive relocation package to join us in our Preply Barcelona Hub

Access to free mental health support platforms;

Access to Gympass-partnered wellness and gym centers throughout Spain to promote and support well-being and physical health;

The opportunity to unlock the potential of learners and tutors through language learning and teaching in 175 countries (and counting!).

#LI-SC1

Care to change the world - We are passionate about our work and care deeply about its impact to be life changing.

We do it for learners - For both Preply and tutors, learners are why we do what we do. Every day we focus on empowering tutors to deliver an exceptional learning experience.

Keep perfecting - To create an outstanding customer experience, we focus on simplicity, smoothness, and enjoyment, continually perfecting it as every detail matters.

Now is the time - In a fast-paced world, it matters how quickly we act. Now is the time to make great things happen.

Disciplined execution - What makes us disciplined is the excellence in our execution. We set clear goals, focus on what matters, and utilize our resources efficiently.

Dive deep - We leverage business acumen and curiosity to investigate disparities between numbers and stories, unlocking meaningful insights to guide our decisions.

Growth mindset - We proactively seek growth opportunities and believe today's best performance becomes tomorrow's starting point. We humbly embrace feedback and learn from setbacks.

Raise the bar - We raise our performance standards continuously, alongside each new hire and promotion. We build diverse and high-performing teams that can make a real difference.

Challenge, disagree and commit - We value open and candid communication, even when we don’t fully agree. We speak our minds, challenge when necessary, and fully commit to decisions once made.

One Preply - We prioritize collaboration, inclusion, and the success of our team over personal ambitions. Together, we support and celebrate each other's progress.

Diversity, Equity, and Inclusion

Preply.com is committed to creating an inclusive environment where people of diverse backgrounds can thrive. We believe that the presence of different opinions and viewpoints is a key ingredient for our success as a multicultural Ed-Tech company. That means that Preply will consider all applications for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or veteran status.