Global AI-Driven Customer Support Leader

Lucanet; Amsterdam; Hybrid; EUR 140,000 - 180,000; Full time

Benefits offered by this job

Flexible and hybrid work

Remote work abroad (up to 90 days)

Development budget

Structured feedback process

Volunteer days

Wellbeing programs

Paid vacation days (28)

Health and sports support

Pension contributions

Transportation allowance

Job summary

Lucanet is seeking a Head of Customer Support to transform our Support function into an AI-first, automation-driven organization. You will own the vision, roadmap and outcomes, including tNPS, SLA adherence and incident management.

You’ll build an international team across time zones and languages, partnering with Product, Engineering and Customer Success to align on roadmaps and customer outcomes. You will lead with growth in mind, drive deflection and faster resolutions through chatbots and

Qualifications

• Led a customer-facing operations team of 20+ people, including managers, in a scaling B2B software environment.
• Implemented AI/automation tools in customer-facing functions 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 reduce resolution times.
• Build and coach a high-performing global Support team across time zones and languages.
• Own Support metrics (tNPS, FCR, deflection) and SLA adherence.
• Oversee on-call rotations and incident communication.
• Collaborate with Product, Engineering and Customer Success on complex issues and roadmaps.

Skills

Leadership

AI in support

Chatbots

Automation

Coaching

Multi-time zones

SaaS

Tools

ITIL

Workforce planning

Partner ecosystems

Job description

Lucanet is seeking a Head of Customer Support to transform our Support function into an AI-first, automation-driven organization. You will own the vision, roadmap and outcomes, including tNPS, SLA adherence and incident management.

You’ll build an international team across time zones and languages, partnering with Product, Engineering and Customer Success to align on roadmaps and customer outcomes. You will lead with growth in mind, drive deflection and faster resolutions through chatbots and