1mo ago
Head of Customer Support
Head of Customer Support
Requirements
About you:
7+ years of experience leading Customer Support or Customer Success departments in B2B SaaS companies.
Experience leading teams of 30+ people with multi-tier or multi-function structures, managing managers or team leads as direct reports.
Demonstrable track record of defining and executing department strategy — not just day-to-day management.
Proven ability to make data-driven decisions and translate operational metrics into business impact.
Experience managing fluctuating workloads and designing scalable processes.
Experience building headcount and department growth plans, with the ability to back up team needs with data and projections.
Experience using and implementing technology tools to improve support operations: automation, agent assistance, conversation analytics. A technical background is not required, but hands-on experience and clear judgment are.
Experience taking part in recruitment and talent acquisition processes, with a good eye for strong profiles in high-growth environments.
Strong knowledge of SaaS products and the ability to operate at the intersection of customer, product and business.
What it's like to work with us
Permanent contract
26 paid days-off
Flexible working hours
Short work-day on Fridays
Free catered lunch
Continuous Training: annual budget for training for each employee
Fully equipped kitchen with snacks, drinks, and fresh fruit.
Top-notch work equipment
Office in front of the sea with ping pong, pool table, PlayStation…
Interesting projects and a great work environment
An excellent opportunity to grow with the company
Discounts on a Gym membership
At Holded, we do things a bit differently. There’s no corporate nonsense, and no old-fashioned hierarchy. Instead, we work in self-sufficient, autonomous teams. Think of them like start-ups within a start-up that learn from each other.
We didn’t start Holded to be another software company. We started Holded to be epic, and you will be part of it.
Original Advert
Join the team. Make an impact.
At Holded, we believe that daily admin should never stop a great idea from becoming a success. That's why we create intuitive software to empower anyone who dares to start their own business. Long story short: we want to make business simple.
In order to create cutting-edge products that meet the needs of the sector, talent is essential. We are looking for passion, creativity, and commitment. In return, we offer the same.
The Role
The Customer Support team at Holded is one of the largest in the company and one of the most impactful when it comes to how customers perceive the product. With 40+ people across four areas - Tier 1 (Phone & Chat), Technical Support, Service Desk QA and Customer Experience - this team is the voice of the customer internally and the front line of our brand externally.
We're looking for someone who will take ownership of this department with real ambition: not just to keep it running well, but to turn it into a competitive advantage. Someone who can combine strategic vision with hands-on execution, and who understands how technology can transform the way we deliver support and help us scale without losing quality.
This role reports directly to Javi Fondevila, Co-CEO of Holded.
What you'll do:
Define and execute the Customer Support department strategy, aligned with business objectives: retention, expansion and operational efficiency.
Lead, develop and structure a team of 40+ people across four subdepartments with multi-tier and multi-function structures.
Play an active role in talent acquisition and hiring for the team, working closely with People, to ensure we bring in the right profiles to take the department to the next level.
Analyse headcount needs and build annual growth plans for the department, anticipating capacity requirements based on business growth and demand volumes.
Design capacity and prioritisation models to manage fluctuating volumes without compromising SLAs.
Identify bottlenecks and redesign processes to improve resolution times, response quality and customer experience.
Define and track key metrics: CSAT, CES, time-to-resolution, MRR/ARR and churn by segment.
Identify and implement new technologies and tools that improve department operations - automation, agent assistance, conversation analytics - with a clear view on what makes sense to adopt and when.
Work closely with Product, Sales and Operations to close the loop between customer feedback and product iteration.
Present results and proposals to the leadership team with analytical rigour and a business-oriented mindset.
Application managed by Holded