Head of Support

Head of Support

Job type: Full Time · Department: Client Services · Work type: On-Site

Spain (Remote)

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 global 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 products is a strong advantage.

Responsibilities

• Build and own Maisa's Customer Support function from the ground up.
• Define the optimal support operating model, evaluating and recommending in‑house versus outsourced support.
• Hire and develop an internal support team or select, onboard, and manage an external support partner.
• Own the end‑to‑end customer support experience, ensuring consistent delivery against contractual SLAs and budget targets.
• Design and implement scalable support operations, including escalation paths, workflows, support scripts, knowledge base, coverage models, and on‑call rotas.
• Select, implement, and continuously improve the support tooling ecosystem, including ticketing, incident management, reporting, and operational systems.
• Establish clear operational KPIs and regularly report on support performance, including CSAT, SLA adherence, response and resolution times, backlog, and team productivity.
• Drive continuous improvement through process optimization, automation, and operational excellence.
• Partner closely with Client Services, Product, and Engineering to ensure effective issue escalation, root‑cause analysis, and customer feedback loops.
• Create a high‑performance support culture focused on customer satisfaction, operational excellence, and continuous learning.
• Scale the support organization as Maisa grows, evolving from a hands‑on builder into the leader of a larger support function.