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 integral scale.Compensaciones / Beneficios
- Lead and scale a global 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 consistencyResponsabilidades
- 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 contextRequisitos 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