Company Overview

Our client is a leader in EV charging infrastructure and fleet electrification, providing cutting-edge solutions for large-scale fleet operators transitioning to zero-emission transport. As a trusted partner in the industry, we specialize in charge management systems, energy optimization, and technical consulting to ensure seamless EV infrastructure deployment. We work with some of the largest fleets globally, solving complex technical challenges to enable a smooth transition to electric mobility

Job Summary

About the Role

Our client is seeking a strategic and hands-on Head of Customer Support to architect, build, and scale a world-class support function. This critical leadership role is responsible for ensuring enterprise SaaS customers receive reliable, high-quality support that drives trust, retention, and long-term value. You will own the end-to-end strategy, systems, processes, and execution required to support a complex, mission-critical software platform as the company scales globally. The mission is to design a lean, efficient, and automated function that leverages technology and AI to maximize operational leverage and deliver exceptional customer outcomes.

Key Responsibilities

Develop and implement a scalable global customer support operating model, including 24/7 support protocols for critical issues.
Design, document, and optimize all support workflows, SLAs, escalation paths, and knowledge management systems.
Select, implement, and manage fit-for-purpose support tools and technologies (e.g., ticketing systems, AI-driven automation, customer dashboards) to build an efficient, lean function.
Establish and monitor key performance metrics (SLAs, response times, resolution times, CSAT) to continuously improve support quality and reliability.

Create and maintain strong feedback loops with Product, Engineering, and Delivery teams to surface insights, drive product improvements, and reduce recurring issues.
Provide hands-on leadership, stepping in to resolve complex customer issues and mentor resources within a cross-functional support pod model (no direct reports initially).
Develop clear reporting and visibility into support volumes, trends, root causes, and operational efficiency.

Key Outcomes (12-18 Months)

Establishment of a documented, scalable support operating model enabling 24/7 global coverage.
Implementation of automated systems and AI tools that minimize headcount growth while exceeding SLAs.
Achievement of >95% SLA adherence and a 50% reduction in Mean Time to Resolution (MTTR) from baseline.
Establishment of robust feedback mechanisms leading to a measurable reduction in repeat incidents.
Delivery of clear, actionable reporting on support performance, trends, and operational insights.

Who You Are (Competencies)

Strategic & Hands-On Leader: You can design a modern SaaS support function but are equally willing to roll up your sleeves to handle complex issues.
Enterprise-Centric: You deeply understand the high-stakes expectations of B2B and enterprise customers, including those in regulated sectors.
Systems & Process Architect: You have proven experience designing efficient workflows, escalation models, and knowledge bases using best-in-class tooling.
Technically Fluent: You are comfortable discussing software products and can translate customer issues into clear, actionable insights for technical teams.
Cross-Functional Collaborator: You excel at working with Product, Engineering, Customer Success, and Delivery to solve problems and drive systemic improvements.
Data-Driven: You use metrics and trends to guide decisions, improve efficiency, and enhance the customer experience.

Experience Required

5+ years in customer/technical support or customer operations within a B2B or enterprise SaaS environment.
Proven experience building or significantly scaling a support function (processes, systems, or teams).
Demonstrated ability in leveraging AI and automation within a support context.
Strong track record of cross-functional collaboration with Product and Engineering teams.
Experience balancing long-term strategic planning with day-to-day operational execution.
Background supporting technically complex, mission-critical software platforms is highly preferred.

Cultural Fit & Values

Operates with transparency, honesty, and a

Head of Customer Support at Whitecollars