Head of Tech Support EMEA
Core
Lead a 90+ person technical support team in EMEA, evolving the function from operational to a strategic, scalable model for enterprise fintech clients.
Role type
Senior leadership (Head of Technical Support)
Builds
Regional support strategy, scalable support infrastructure, and improved customer experience for enterprise clients.
Domain
Fintech / Enterprise B2B Support
Required skills
Strategic planning, team scaling (50+ FTE), change management, stakeholder influence, process optimization, data-driven decision making, generative AI implementation, automation strategy.
Preferred skills
Experience in fast-growth/scale-up environments, low-ego leadership, cross-functional collaboration.
Technologies
Salesforce Service Cloud, Generative AI, Automation tools
Responsibilities
Define and execute regional support strategy, lead and empower a 90+ person team, represent support in critical customer conversations and QBRs, partner with Product and Commercial teams, drive continuous improvement in processes and metrics.
Seniority
Senior, hands-on IC
