Head of Support

Maisa AI; España; Presencial; EUR 120.000 - 180.000; Jornada completa

Descripción de la vacante

Maisa AI is seeking a Head of Support to build and lead our Customer Support function from the ground up, driving exceptional customer experiences while meeting SLAs and budget targets.

You’ll define the operating model, hire and manage teams or partners, and own end-to-end support performance. The role starts hands-on and can evolve into leading a global organization as Maisa scales.

Formación

• 8+ years in Customer Support, Technical Support, or Support Operations in SaaS or software.
• Proven experience building a support function from scratch.
• Experience owning SLAs, operational KPIs and budgets.
• Strong knowledge of support operations: escalation, rotas, playbooks, knowledge bases, quality processes.
• Experience selecting and managing tooling such as Zendesk, PagerDuty, Freshdesk, Intercom, or Jira Service Management.
• Experience hiring, training, coaching, and developing support teams.
• Experience managing third-party vendors or outsourced providers.
• Strong analytical mindset with CSAT, SLA adherence, response/resolution times, backlog, efficiency.
• Excellent stakeholder management with Product, Engineering, and Customer Success.
• Fluent in Spanish and English (required).
• ITIL or other Service Management certifications are a plus.
• Experience supporting AI, enterprise software, or highly technical SaaS products is a plus.

Responsabilidades

• Build and own Maisa's Customer Support function from the ground up.
• Define the optimal support operating model, evaluating in-house vs outsourced.
• Hire and develop internal or manage external support partners.
• Own end-to-end customer support experience, meeting SLAs and budget targets.
• Design scalable operations: escalation paths, workflows, scripts, knowledge base, coverage, on-call rotas.
• Implement and improve tooling ecosystem: ticketing, incident management, reporting, systems.
• Establish KPIs and report on CSAT, SLA adherence, response/resolution, backlog, productivity.
• Drive continuous improvement through process optimization and automation.
• Partner with Client Services, Product, and Engineering for escalation and feedback loops.
• Create a high-performance support culture focused on customer satisfaction and learning.
• Scale the support organization as Maisa grows, from hands-on to leader of a larger function.

Conocimientos

Leadership experience

SLA management

Support operations

Tooling: Zendesk

Vendor management

Stakeholder management

Bilingual: Spanish & English

ITIL certification

AI / enterprise software

Hiring & coaching

Herramientas

Zendesk

PagerDuty

Freshdesk

Intercom

Jira Service Management

Descripción del empleo

About Job

Maisa is looking for a Head of Support to build and lead our Customer Support function from the ground up. This is a high-impact leadership role where you'll define how support operates across our growing enterprise customer base, ensuring exceptional customer experience while consistently meeting contractual SLAs and operating within budget.

You'll have the autonomy to determine the right operating model—whether that's building an in-house team or managing an outsourced support partner—and will own the processes, tooling, and operational foundations that enable the function to scale as the business grows.

Initially, this is a hands-on player-coach role, with the opportunity to evolve into leading a larger global support organization as Maisa continues to scale.

Skills & Qualification

• 8+ years of experience in Customer Support, Technical Support, or Support Operations within a SaaS or software company.
• Proven experience building a support function from scratch (either in-house or through an outsourced partner).
• Experience owning and managing contractual SLAs, operational KPIs, and support budgets.
• Strong knowledge of support operations, including escalation management, rotas, playbooks, knowledge bases, and quality processes.
• Experience selecting and managing support tooling such as Zendesk, PagerDuty, Freshdesk, Intercom, or Jira Service Management.
• Experience hiring, training, coaching, and developing support teams.
• Experience managing third-party vendors or outsourced support providers.
• Strong analytical mindset with experience reporting on metrics such as CSAT, SLA adherence, response and resolution times, backlog, and operational efficiency.
• Excellent stakeholder management skills with experience partnering closely with Product, Engineering, and Customer Success teams.
• Fluent in both Spanish and English (required).
• ITIL or other Service Management certifications are a plus.
• Experience supporting AI, enterprise software, or highly technical SaaS products is a strong advantage.

Responsibilities

• Build and own Maisa's Customer Support function from the ground up.
• Define the optimal support operating model, evaluating and recommending in-house versus outsourced support.
• Hire and develop an internal support team or select, onboard, and manage an external support partner.
• Own the end-to-end customer support experience, ensuring consistent delivery against contractual SLAs and budget targets.
• Design and implement scalable support operations, including escalation paths, workflows, support scripts, knowledge base, coverage models, and on-call rotas.
• Select, implement, and continuously improve the support tooling ecosystem, including ticketing, incident management, reporting, and operational systems.
• Establish clear operational KPIs and regularly report on support performance, including CSAT, SLA adherence, response and resolution times, backlog, and team productivity.
• Drive continuous improvement through process optimization, automation, and operational excellence.
• Partner closely with Client Services, Product, and Engineering to ensure effective issue escalation, root-cause analysis, and customer feedback loops.
• Create a high-performance support culture focused on customer satisfaction, operational excellence, and continuous learning.
• Scale the support organization as Maisa grows, evolving from a hands-on builder into the leader of a larger support function.