Head of Support Excellence & Transformation

Department: Customer Support

Employment Type: Permanent

Location: Madrid

Reporting To: Christian Wolf

Description

About osapiens

osapiens helps global companies build transparent, compliant, and sustainable supply chains. Our platform powers 2 500 + enterprise clients — from leading DAX and S&P; 500 companies, to key players in manufacturing, to most major retailers, and all the way down the supply chains to cacao farmers in some of the most remote regions of the world.

If our systems are down, imports into Europe could halt, production lines across industries would stop, and thousands of trucks could no longer deliver worldwide. Our holistic platform for supply-chain transparency, resilience, and automation helps businesses grow responsibly — with sustainability and scalability always in focus.

That’s why our Support organization is mission-critical. When we perform well, global supply chains keep moving; and sustainability goals become reality.

The Challenge





Our Support team currently handles around 2000 tickets per month, ranging from simple knowledge questions to production-critical incidents.

As osapiens continues to scale rapidly, your mission is to decouple customer growth and solution adoption from ticket and FTE growth, by transforming Support into an intelligent, automated, and continuously improving organization. This is not a typical maintenance role, it’s a transformation mission and mandate.

Your Responsibilities
- Lead & Inspire: Build and develop a high-performing integral Support team that thrives on ownership, learning, and customer obsession.
- Transform & Automate: Redesign processes, implement automation, and build scalable systems that absorb growth efficiently.
- Drive Deflection: Reduce repetitive tickets by steering customers toward documentation, refining the AI support assistant, and expanding self-service.
- Eliminate Root Causes: Analyze ticket data, identify recurring drivers, and tr

📌 Head of Support Excellence (Madrid)
🏢 osapiens
📍 Madrid