Head of Technical Support

The Company is seeking a Head of Technical Support to lead the transformation and scaling of the technical support function, with a focus on delivering a more customer-centric, data-driven, and commercially effective operation. This senior leadership role is hands-on and encompasses responsibility for all levels of technical support, including integration-related activities. The successful candidate will be tasked with driving significant change in tooling, process maturity, knowledge management, customer communication, and cross-functional collaboration. A key aspect of the role is to move the support function from a reactive to a proactive and structured model, incorporating the latest innovations in AI to enhance customer interactions. Applicants for the Head of Technical Support position at the company should have a strong background in leading technical support teams within a B2B SaaS, software, EPOS, hospitality technology, managed service, or similar technical environment. The role requires a proven track record in improving SLAs, customer communication, and support quality, as well as experience in introducing AI, automation, and self-service support models. The ideal candidate will be a strategic yet practical leader, capable of working with senior stakeholders and driving continuous service improvement. A strong focus on customer experience, commercial awareness, and a commitment to team development and leadership are essential. Experience in international support or with distributed teams, as well as a background in ITIL or equivalent service management, is also beneficial.