Descripción de la oferta
Experteer Overview Solicitar este puesto es sencillo. Desplácese hacia abajo y haga clic en "Solicitar" para ser considerado para esta posición. In this role you will shape and lead Holded’s Customer Support department, turning it into a strategic advantage. You will align support operations with retention, expansion, and efficiency goals, while scaling a 40+ person team across four subdepartments. You’ll partner with Product, Sales, and Operations to close the loop between customer feedback and product iterations, driving faster resolutions and higher satisfaction. This is an opportunity to influence how we deliver support at scale and impact customer perception and business outcomes.Compensaciones / Beneficios• Define and execute department strategy aligned with business objectives (retention, expansion, efficiency)• Lead and structure a 40+ person team across four subdepartments with multi-tier/multi-function setup• Lead talent acquisition and collaborate with People to recruit for the department• Forecast headcount and build annual growth plans based on business growth• Design capacity and prioritisation models to manage volume while meeting SLAs• Identify bottlenecks, redesign processes to improve resolution times and customer experience• Define and track metrics (CSAT, CES, time-to-resolution, MRR/ARR, churn by segment)• Identify and implement technologies (automation, agent assistance, conversation analytics) to improve operations• Collaborate with Product, Sales, Operations to translate customer feedback into product improvements• Present results and proposals to leadership with analytical rigor and business focusResponsabilidades• 7+ years in leadership of Customer Support or Customer Success in B2B SaaS• Experience leading teams of 30+ with multi-tier/multi-function structures and managing managers• Proven track record in defining and executing department strategy• Data-driven decision making and translating metrics into business impact• Experience designing xcskxlj scalable processes for fluctuating workloads• Experience building headcount and growth plans with data projections• Experience using/implementing technology tools to improve support operations (automation, agent assistance, conversation analytics)• Recruitment experience with a good eye for strong profiles in high-growth environments• Strong knowledge of SaaS products and ability to operate at the intersection of customer, product, and businessRequisitos principales• permanent contract• 26 paid days-off• flexible working hours• short work-day on Fridays• free catered lunch• annual training budget
