Head of Customer Support

Role Overview

• Grow and lead a high-performing global support team across multiple regions and time zones, fostering a culture of data-driven performance management, continuous improvement, and customer obsession
• Develop and grow the operational leadership layer within the team, building clear accountability structures, development pathways, and a strong management bench
• Own our internal support and also grow our global external BPO partnerships, managing vendor relationships, performance frameworks, SLAs, KPIs, and escalation protocols across multiple geographies
• Identify, develop, and structure our highest-skilled agents into a dedicated customer engagement capability focused on the most complex, high-value interactions: trust & safety cases, product fit-back, high-value customer scenarios, and save situations
• Align Operations, QA, Training, and Workforce Management into one coherent function with shared goals, unified ways of working, and measurable outcomes
• Own the AI strategy across the human support function, embedded across all teams (QA, WFM, Training), and agentic workflows that augment agent productivity
• Drive adoption of AI tools across all supporting functions, ensuring every role is actively leveraging automation and intelligence in their day-to-day
• Collaborate closely with the AI Support Delivery function to ensure the human and AI chatbot support layers operate as one seamless experience for customers
• Monitor and report on SLAs, CSAT, resolution times, and other key performance metrics; build dashboards and reporting frameworks that give real-time visibility into team performance
• Surface insights from human support interactions that can improve product, UX, and operational processes, and work cross-functionally with Product, Engineering, Marketing, and Supply to act on them

Requirements

• 10+ years of experience in customer support or operations management, with at least 3 years in a senior leadership role, preferably in a fast-paced marketplace, e-commerce, or tech environment
• Track record of building and leading large, distributed, global support teams across multiple regions and time zones
• Proven experience managing BPO vendors or contact center partners at global scale, selecting, onboarding, and performance-managing external partners across multiple geographies
• Experience leading or closely integrating QA, Training, and Workforce Management functions to the core human support operations
• Demonstrated experience applying AI across human support operations
• Strong analytical skills with a data-driven approach to performance management; experience with tools like Intercom, Looker, or equivalent platforms
• Exceptional people management skills with a track record of developing talent and building high-performing global teams
• Excellent cross-functional communication and influencing skills
• Customer-first mindset: you balance empathy and operational efficiency without sacrificing either
• Comfortable with ambiguity and energised by the opportunity to scale and shape a function — you are a builder as much as an operator

Benefits

• A generous monthly allowance for lessons on Preply.com
• Learning & Development budget and time off for your self-development
• A competitive financial package with equity, leave allowance and health insurance
• Not in Barcelona? We offer an attractive relocation package to join us in our Preply Barcelona Hub
• Access to free mental health support platforms
• Access to Gympass-partnered wellness and gym centers throughout Spain to promote and support well-being and physical health