Head of Support ≤ €90k |International Enterprise SaaS

Our client, one of Europe´s fastest growing unicorns, recently secured a €200M investment to drive their mission of sustainable innovation through their AI Green Tech platform.

They power thousands of global enterprises through their AI-driven platform that keeps supply chains transparent, compliant, and sustainable.

As the customer base expands rapidly, they are now looking for a Head of Support to scale and transform their global Support organization in Madrid.

This is not a maintenance role - it’s a transformation mission, focused on automating, optimizing and scaling customer support with technology.

The Role

• You’ll lead and mentor one of the Support teams with 5-8 people, covering three business-critical teams:
• Your goal: separate customer growth from ticket growth - by introducing automation, intelligent workflows, and continuous process improvement.
• You’ll lead the department under the VP of Customer Experience, partnering closely with Product, Delivery, and Customer Success teams.

Your Mission

• Lead & Inspire: Build and develop a high-performing Support team in Madrid that thrives on ownership, learning, and customer obsession.
• Transform & Automate: Redesign processes, integrate automation tools, and build scalable systems to handle growth efficiently.
• Drive Deflection: Reduce repetitive tickets through documentation, AI-based assistants, and robust self-service solutions.
• Identify & Eliminate Root Causes: Use data analytics to find recurring issues and implement long-term solutions.
• Ensure Operational Excellence: Track key KPIs (MTTR, CSAT, backlog, SLA), create visibility dashboards, and run performance reviews.
• Collaborate Cross-Functionally: Establish strong alignment with Delivery and Product to prevent incidents and improve the customer journey.
• Lead in Crises: Act as a calm, structured leader during high-volume or time-critical events, ensuring transparent communication and quick resolution.

Your Experience

• 6–10 years of experience in Customer Support, Process Optimization, or Digital Transformation within a SaaS or enterprise environment.
• Proven ability to scale teams and processes through automation and data-driven decision-making.
• Familiarity with ticketing systems (ex: Freshservice, ServiceNow, Zendesk) and process improvement frameworks.
• Background in consulting or transformation projects (ex: process mining, global process ownership).
• Excellent analytical, leadership, and communication skills - able to influence and collaborate across departments.
• Fluent English (Spanish highly valued)
• Hands-on, pragmatic approach with a passion for operational excellence.

What’s on Offer

• Competitive salary up to €90k
• Hybrid working model with a modern office hub in the city
• 30 vacation days, pension contribution, and private benefits package
• Rapid career growth within a purpose-driven European scaleup
• The opportunity to build a Support organization that drives global operational impact

Baldur Connect is acting as a Recruitment Agency in relation to this vacancy.

Baldur Connect is committed to being an equal opportunities employer and encourages applications from candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity status.