Head of AI-Driven Global Customer Support

Lucanet; Netherlands; Hybrid; EUR 90,000 - 150,000; Full time

Benefits offered by this job

Flexible hybrid working

Remote work up to 90 days abroad with/

Professional development budget

Structured feedback process throughLuc

Paid volunteer days

Health and wellbeing support

Paid vacation days

Pension contributions

Job summary

Lucanet is seeking a Head of Customer Support to transform our Support into an AI-first, automation-driven function. You will own the vision, roadmap, and outcomes—delivering fast, accurate support at scale across time zones and languages.

Collaborate with Product, Eng, and Success teams to ensure high customer impact and satisfaction. You will lead an international team, coach individuals, and manage budgets and governance while reporting to the Customer Excellence leadership team.

Qualifications

• Led a customer-facing operations team of 20+ people, including managers, through a scaling phase in B2B software.
• Rolled out AI, chatbot or automation tools in a customer-facing function, with measurable results such as higher deflection or faster resolution.
• Led organizational change that balanced automation with a personal customer experience.
• Built or run customer-facing operations across multiple time zones and languages.
• Owned SLAs and Support metrics, and worked with Product, Engineering and Customer Success to turn customer insights into action.

Responsibilities

• Lead the shift to an AI-first Support function, balancing automation with personal service and making change stick.
• Roll out chatbots, automation and self-service to cut resolution times and raise deflection rates, backed by a knowledge management framework.
• Build, coach and develop a high-performing Support team across multiple time zones and languages.
• Own Support metrics (tNPS, first contact resolution, deflection rate, response and resolution times), SLA adherence and customer-facing incident management.
• Set up on-call rotations and holiday coverage for incident response and customer communication.
• Partner with Product, Engineering, Partner Success and customer-facing teams on complex issues, roadmap input and partner handovers.
• Manage the Support budget, staffing and quality governance, and represent the voice of the customer across Lucanet.
• Report into the Customer Excellence leadership team.

Skills

Leadership

AI-first mindset

Customer support

SaaS operations

Cross-functional collaboration

Tools

CRM/Support software

Job description

Lucanet is seeking a Head of Customer Support to transform our Support into an AI-first, automation-driven function. You will own the vision, roadmap, and outcomes—delivering fast, accurate support at scale across time zones and languages.

Collaborate with Product, Eng, and Success teams to ensure high customer impact and satisfaction. You will lead an international team, coach individuals, and manage budgets and governance while reporting to the Customer Excellence leadership team.