The role and the team

As a Head of Customer Support (all genders), you'll turn our Support function into an AI-first, automation-driven team that gives customers fast, accurate and caring help at scale. You'll own the vision, the roadmap and the results, from tNPS to SLA adherence.

You'll work closely with Product, Engineering, Customer Success and other teams of the Customer Excellence division, as well as with our partner ecosystem. You'll build an international Support team that covers multiple time zones and languages for our growing integral customer base. We look for people who keep growing, take real ownership, and lift the people around them.

What You'll Do

• Lead the shift to an AI-first Support function, balancing automation with personal service and making change stick.
• Roll out chatbots, automation and self-service to cut resolution times and raise deflection rates, backed by a knowledge management framework.
• Build, coach and develop a high-performing Support team across multiple time zones and languages.
• Own Support metrics (tNPS, first contact resolution,



deflection rate, response and resolution times), SLA adherence and customer-facing incident management.
• Set up on-call rotations and holiday coverage for incident response and customer communication.
• Partner with Product, Engineering, Partner Success and customer-facing teams on complex issues, roadmap input and partner handovers.
• Manage the Support budget, staffing and quality governance, and represent the voice of the customer across Lucanet.
• Report into the Customer Excellence leadership team.

What You Bring

You have:

• Led a customer-facing operations team of 20+ people, including managers, through a scaling phase in B2B software, coaching and developing people along the way.
• Rolled out AI, chatbot or automation tools in a customer-facing function, with measurable results such as higher deflection or faster resolution.
• Led organizational change that balanced automation with

📌 Head of Customer Support (Madrid)
🏢 Lucanet
📍 Madrid