Experteer Overview

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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 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 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 general scale
• Experience xqbhyrx integrating QA, Training, and WFM wi

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