Head of Support

Position Title: Head of Support Employment Type: Full Time Salary: up to 6,000 USD inclusive depending on experience and qualifications Job Location: Remote (home-based) About the Client: A global HR tech and payroll solutions provider driving digital transformation and seamless workforce management worldwide. Job Description: -Lead and execute an AI-first support strategy focused on automation and ticket reduction. -Own SLA performance, KPIs, and support analytics, driving continuous improvement. -Manage and develop a global support team (L3 engineers, AI ops, support engineers). -Partner with Product and Engineering to ensure root cause resolution and long-term issue elimination.

Qualifications: -Open to EMEA-based candidates, aged 45 and below -Bachelor's degree in Engineering, Computer Science, Information Technology, or related technical field; master's degree or MBA is a plus -Minimum 7 years in SaaS product support or service delivery, with at least 3 years leading a support team -Experience in global payroll, HCM, or fintech SaaS strongly preferred; with familiarity in LLM-based agent architectures and prompt engineering