Job Description
Company Overview Our client is a leader in EV charging infrastructure and fleet electrification , providing cutting-edge solutions for large-scale fleet operators transitioning to zero-emission transport. As a trusted partner in the industry, we specialize in charge management systems, energy optimization, and technical consulting to ensure seamless EV infrastructure deployment. We work with some of the largest fleets globally, solving complex technical challenges to enable a smooth transition to electric mobility Job Summary About the Role Our client is seeking a strategic and hands-on Head of Customer Support to architect, build, and scale a world-class support function. This critical leadership role is responsible for ensuring enterprise SaaS customers receive reliable, high-quality support that drives trust, retention, and long-term value. You will own the end-to-end strategy, systems, processes, and execution required to support a complex, mission-critical software platform as the company scales globally. The mission is to design a lean, efficient, and automated function that leverages technology and AI to maximize operational leverage and deliver exceptional customer outcomes. Key Responsibilities Develop and implement a scalable global customer support operating model, including 24/7 support protocols for critical issues. Design, document, and optimize all support workflows, SLAs, escalation paths, and knowledge management systems. Select, implement, and manage fit-for-purpose support tools and technologies (e.g., ticketing systems, AI-driven automation, customer dashboards) to build an efficient, lean function. Establish and monitor key performance metrics (SLAs, response times, resolution times, CSAT) to continuously improve support quality and reliability. Create and maintain strong feedback loops with Product, Engineering, and Delivery teams to surface insights, drive product improvements, and reduce recurring issues. Provide hands-on leadership, stepping
