ph3bAbout Job /b /h3 pMaisa is looking for a bHead of Support /b to build and lead our Customer Support function from the ground up. This is a high-impact leadership role where you'll define how support operates across our growing enterprise customer base, ensuring exceptional customer experience while consistently meeting contractual SLAs and operating within budget. /p pYou'll have the autonomy to determine the right operating model—whether that's building an in-house team or managing an outsourced support partner—and will own the processes, tooling, and operational foundations that enable the function to scale as the business grows. /p pInitially, this is a hands-on player-coach role, with the opportunity to evolve into leading a larger general support organization as Maisa continues to scale. /p h3bSkills Qualification /b /h3 ul li8+ years of experience in Customer Support, Technical Support, or Support Operations within a SaaS or software company. /li liProven experience building a support function from scratch (either in-house or through an outsourced partner). /li liExperience owning and managing contractual SLAs, operational KPIs, and support budgets. /li liStrong knowledge of support operations, including escalation management, rotas, playbooks, knowledge bases, and quality processes. /li liExperience selecting and managing support tooling such as Zendesk, PagerDuty, Freshdesk, Intercom, or Jira Service Management. /li liExperience hiring, training, coaching, and developing support teams. /li liExperience managing third-party vendors or outsourced support providers. /li liStrong analytical mindset with experience reporting on metrics such as CSAT, SLA adherence, response and resolution times, backlog, and operational efficiency.



/li liExcellent stakeholder management skills with experience partnering closely with Product, Engineering, and Customer Success teams. /li liFluent in both Spanish and English (required). /li liITIL or other Service Management certifications are a plus. /li liExperience supporting AI, enterprise software, or highly technical SaaS products is a strong advantage. /li /ul h3bResponsibilities /b /h3 ul liBuild and own Maisa's Customer Support function from the ground up. /li liDefine the optimal support operating model, evaluating and recommending in-house versus outsourced support. /li liHire and develop an internal support team or select, onboard, and manage an external support partner. /li liOwn the end-to-end customer support experience, ensuring consistent delivery against contractual SLAs and budget targets. /li liDesign and implement scalable support operations, including escalation paths, workflows, support scripts, knowledge base, coverage models, and on-call rotas. /li liSelect, implement, and continuously improve the support tooling ecosystem, including ticketing, incident management, reporting, and operational systems. /li liEstablish clear operational KPIs and regularly report on support performance, including CSAT, SLA adherence, response and resolution times, backlog, and team productivity. /li liDrive continuous improvement through process optimization, automation, and operational excellence. /li liPartner closely with Client Services, Product, and Engineering to ensure effective issue escalation, root-cause analysis, and customer feedback loops. /li liCreate a high-performance support culture focused on customer satisfaction, operational excellence, and continuous learning. /li liScale the support organization as Maisa grows, evolving from a hands-on builder into the leader of a larger support function. /li /ul /p #J-18808-Ljbffr

📌 Head of Support (España)
🏢 Maisa AI
📍 España