Head of Customer Support
Description
The Head of Customer Support is responsible for leading the overall customer support strategy, ensuring scalable, high-quality support operations that drive customer satisfaction, retention, and business growth. This role combines strategic leadership, operational excellence, and cross-functional influence, with full ownership of support performance, team development, and continuous improvement across all support channels.
Responsibilities
- Lead, coach, and mentor Team Leaders and Supervisors, building a high-performing, scalable support organization.
- Set clear goals, KPIs, and success metrics aligned with company objectives.
- Drive workforce planning, budgeting, and capacity forecasting.
- Establish a strong performance management culture through regular reviews, coaching, and development plans.
- Contribute to company-level strategic initiatives, including managing planning and discussions around customer support coverage for existing and new markets, if applicable.
- Oversee end-to-end support operations across all channels (email, chat, phone, social).
- Ensure SLAs, CSAT, and quality standards are consistently met and improved.
- Own escalation management and resolution of high-impact customer issues.
- Design, implement, and continuously optimize support processes, workflows, and policies.
- Ensure operational readiness during periods of growth, change, or peak demand.
- Act as the primary customer advocate within the organization.
- Partner closely with Continuous Improvement, Product, Engineering, Marketing, Sales, and other teams to:
- Surface customer insights and recurring issues
- Influence product and process improvements
- Ensure alignment between customer needs and business priorities
- Represent Customer Support in leadership forums and cross-functional initiatives.
- Drive a closed-loop feedback process between Support and internal stakeholders.
- Own customer experience metrics including CSAT, FCR, AHT, FRT, Resolution Time, and quality scores.
- Ensure consistent, fair, and high-quality support interactions across the team.
- Personally handle or oversee critical escalations when needed.
- Own the support tech stack (e.g., Zendesk, Salesforce, Freshdesk, QA and analytics tools).
- Drive tool optimization, automation, and AI adoption where appropriate.
- Stay current on industry best practices, emerging technologies, and CX trends.
- Ensure data integrity, reporting accuracy, and system scalability.
Requirements
- Has 7+ years of experience in Customer Support / Customer Service, with 3+ years in a senior leadership role (Head, Director, or equivalent).
- Has relevant industry experience and a strong understanding of customer expectations, regulatory considerations, and operational challenges within the sector.
- Has proven experience leading managers and team leaders in a fast-paced, high-growth environment.
- Demonstrates strong strategic thinking and execution capability.
- Is highly data-driven and comfortable owning metrics, forecasts, and budgets.
- Has excellent communication, stakeholder management, and decision-making skills.
- Is customer-obsessed, with high emotional intelligence and resilience.
- Has hands-on experience with customer support platforms and CRM systems.
- Is fluent in English and Greek, with excellent written and verbal communication skills.
