Head of Customer Support

GermanyRemoteFull-time2026-10-02 → 2026-11-11

Hybrid

Core

Lead a global, AI-first customer support function to deliver fast, accurate, and caring help at scale for a B2B SaaS platform.

Role type

Senior leadership (Head of Customer Support)

Builds

An international support team and an automation-driven support infrastructure

Domain

B2B SaaS (Finance/Tech)

Deliverable

production ML models

Required skills

Team leadership (20+ people), AI/automation implementation, organizational change management, multi-timezone operations, SLA and metrics ownership, cross-functional partnership

Preferred skills

ITIL, workforce management, partner ecosystem experience

Technologies

Chatbots, automation tools, knowledge management frameworks

Responsibilities

Lead the shift to an AI-first support function, build and coach a high-performing global team, own support metrics and SLAs, manage budget and staffing, partner with Product and Engineering

Seniority

Senior, hands-on IC

About lucanetgroup

Lucanet is the CFO Solution Platform built for modern finance & tax teams, offering an integrated suite of solutions to simplify and automate their most critical finance processes. More than 6,000 companies around the world rely on our easy-to-use, out-of-the-box SaaS platform - from consolidation and financial planning to tax compliance and reporting, ESG reporting, banking and cash management, and more. PE-backed and growing our footprint across global markets.