Head of Technical Support

About the role

We are a fast‑growing international SaaS company seeking a high‑performing Head of Technical Support. You will own a fully staffed support function and transform it into a fast, measurable, and increasingly automated operation that directly impacts customer retention and revenue growth.

Key responsibilities

• Own end‑to‑end SLAs (first response, resolution time, CSAT, backlog) and drive continuous improvement.
• Design and implement a queue and shift model that works across multiple time zones.
• Turn existing BI dashboards into weekly operational decisions.
• Design, ship, and maintain AI agents that route customers through the knowledge base, deflect repetitive requests, and hand off to humans when needed.
• Manage the knowledge base as a product, ensuring structure, coverage, freshness, and measurable deflection rates.
• Automate routine support operations such as triage, tagging, escalation, and reporting.
• Optimize resource allocation – right people, right shift, right skill – without overstaffing.
• Define career and skill ladders for first‑line agents and grow the second‑line team.
• Hire, onboard, develop, and coach a distributed team across Armenia, Kazakhstan, and Hungary.
• Act as the trusted voice for engineering and product on real customer issues.

Required profile

• 3+ years of experience leading technical or customer support teams, preferably in SaaS.
• Hands‑on experience managing distributed teams across multiple countries and time zones.
• Proven track record of meeting SLA, CSAT, and queue‑management targets.

Required skills

What we offer

• Opportunity to shape a critical function in a rapidly expanding global company.
• Ownership of a P&L‑relevant department with direct impact on retention.
• Room to grow the team and define its future direction.