Head of Technical Support
AltegioLimassolSep 23
About the job
Head of Technical Support in a fast-growing international SaaS company. Responsible for owning the support function, scaling operations, implementing AI/automation, managing distributed teams, and improving KPIs like CSAT and SLA
Requirements
- 3+ years leading technical/customer support teams, ideally in SaaS
- Proven track record with SLA, CSAT, support queues and operational KPIs
- Experience managing distributed teams across countries and time zones
- Strong knowledge of helpdesk platforms and support automation
- Hands-on experience with AI/LLM-based support automation
- Comfortable with BI and data-driven decision-making (SQL is a plus)
- Understanding of bug triage and engineering handoffs
- English C1+, Russian language is a plus
Source: Telegram channel CY IT HR Vacancy
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