Head of Technical Support

Operations & Performance

• Own SLA, response and resolution times, CSAT and backlog.
• Optimise queues, shifts and resource allocation across multiple countries and time zones.
• Use BI and data to drive operational improvements.

AI & Automation

• Lead AI and automation initiatives across support workflows.
• Develop the knowledge base and increase self-service and deflection.
• Automate triage, tagging, escalation and reporting.

Processes & Team

• Improve the first-line → second-line → engineering workflow.
• Lead, coach and grow a distributed support team.
• Build career paths and quality standards for the team.
• Partner with Product and Engineering to turn customer feedback into product improvements.

• 3+ years leading technical/customer support teams, ideally in SaaS.
• Proven track record with SLA, CSAT, support queues and operational KPIs.
• Experience managing distributed teams across countries and time zones.
• Strong knowledge of helpdesk platforms and support automation.
• Hands-on experience with AI/LLM-based support automation or a clear implementation vision.
• Comfortable with BI and data-driven decision-making; SQL is a plus.
• Understanding of bug triage and engineering handoffs.
• English C1+; Russian language is a plus.

• Competitive salary + KPI-based bonus tied to your impact.
• Official employment in Cyprus with a fast-growing international SaaS company.
• Real ownership and autonomy over the support strategy, team and automation roadmap.
• AI-first environment with the opportunity to build AI-powered support solutions.
• International team & global product — colleagues across 5 countries and customers in 81 countries.
• Opportunity to grow the function and team as the business scales.
• Modern office and a collaborative international environment.
• Birthday day off + partner discounts + free coffee and tea.