Experteer Overview
In this role, you will lead the human side of Preply’s global support, guiding a scalable, data-driven organization. You’ll grow both internal operations and external BPO partnerships, aligning QA, Training, and Workforce Management with AI-driven initiatives. You’ll shape a high-value customer engagement layer for complex interactions and ensure a seamless blend of human and AI support. This is a pivotal role to scale world-class customer care in an AI-first company and drive meaningful impact at global scale.

Compensaciones / Beneficios
• Lead and scale a general support team across regions, fostering data-driven performance and customer obsession
• Develop and strengthen the operational leadership layer with clear accountability and growth paths
• Manage internal support and external BPO partnerships with SLAs, KPIs, and escalation protocols
• Create a high-skilled customer engagement group for complex, high-value interactions
• Align Operations, QA, Training, and WFM into one coherent function with shared goals
• Own the AI strategy across the human support function and drive agentic workflows
• Drive adoption of AI tools across all supporting functions to boost productivity
• Collaborate with AI Support Delivery to unify human and AI chatbot experiences
• Monitor SLAs,



CSAT, resolution times, and build real-time reporting dashboards
• Surface insights to improve product, UX, and processes with cross-functional teams
• Maintain a customer-first mindset while operating in a fast-growing environment
• Support scalable growth while maintaining quality and consistency

Responsabilidades
• 10+ years in customer support or operations management
• At least 3 years in a senior leadership role
• Experience leading large, distributed global teams
• Experience managing BPO vendors at global scale
• Experience integrating QA, Training, and WFM with core operations
• Demonstrated experience applying AI in human support
• Strong analytical skills and data-driven performance management
• Excellent cross-functional communication and influencing abilities
• Customer-first mindset and ability to operate in ambiguity
• Comfortable with scaling and shaping a function in a fast-growth context

Requisitos principales
• generous monthly lessons allowance
• Learning u0026 Development budget
• health insurance
• relocation package to Barcelona
• mental health support platforms
• gym and wellness opportunities

📌 Head of Customer Support (Barcelona)
🏢 Preply
📍 Barcelona