Budapest
We are a fast-growing international SaaS company with offices in Hungary, Brazil, Armenia, Kazakhstan, and Cyprus. Our platform helps service businesses accept online bookings, automate operations, and grow revenue. Today, entrepreneurs in 81 countries use our product — and we’re just getting started.
We are looking for a Head of Technical Support to take full ownership of our support function and make it faster, more data-driven and increasingly automated.
You’ll inherit an established first- and second-line team, functioning processes and BI analytics. Your role is to scale what works, improve performance and shape the future of support through AI and automation.
What you’ll do
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.
What we’re looking for
- 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+; Hungarian or another language is a plus.
What we offer
- Official employment with a fast-growing international SaaS company.
- Competitive compensation and KPI-based bonus tied to your impact
- Real ownership and autonomy over the support strategy, team and automation roadmap.
- AI-first environment with the opportunity to build AI-powered support solutions.
- Opportunity to grow the function and team as the business scales.
- Modern office, international team & global product — work across 5 countries and with customers in 81 countries.
- 5/2 work schedule with the option to arrange alternative days off; working hours 09:00–18:00 or 10:00–19:00.
- Birthday day off + flexible public holiday policy.
