About Job
Maisa is looking for a Head of Support 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.
You'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.
Initially, this is a hands-on player-coach role, with the opportunity to evolve into leading a larger integral support organization as Maisa continues to scale.
Skills & Qualification

8+ years of experience in Customer Support, Technical Support, or Support Operations within a SaaS or software company.
Proven experience building a support function from scratch (either in-house or through an outsourced partner).
Experience owning and managing contractual SLAs,



operational KPIs, and support budgets.
Strong knowledge of support operations, including escalation management, rotas, playbooks, knowledge bases, and quality processes.
Experience selecting and managing support tooling such as Zendesk, PagerDuty, Freshdesk, Intercom, or Jira Service Management.
Experience hiring, training, coaching, and developing support teams.
Experience managing third-party vendors or outsourced support providers.
Strong analytical mindset with experience reporting on metrics such as CSAT, SLA adherence, response and resolution times, backlog, and operational efficiency.
Excellent stakeholder management skills with experience partnering closely with Product, Engineering, and Customer Success teams.
Fluent in both Spanish and English (required).
ITIL or other Service Management certifications are a plus.
Experience supporting AI, enterprise software, or highly technical SaaS produ

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