Head of Customer Support

Company Description

ApprovalMax is award-winning B2B software used by businesses around the world to approve bills and expenses. It streamlines the approval process for decision-makers by replacing paper and email approvals with automated workflows. ApprovalMax integrates with platforms such as Xero, QuickBooks Online, and Oracle NetSuite to unlock powerful efficiencies for approvers and finance teams. The company is globally recognized and has won’ Xero App Partner of the Year’ four times since 2020 in different countries.

Job DescriptionThe Head of Customer Support will lead, manage, and transform our support and knowledge management functions. You will oversee migration to new support platform, optimise workflows, integrate AI-driven solutions, and foster cross-departmental collaboration. Your leadership will directly contribute to ApprovalMax’s continued growth and customer retention.

Key Responsibilities:

1. Leadership & Team Management:

• Lead, mentor, and grow the support and knowledge management teams, ensuring high performance, professional development, and engagement.
• Establish clear objectives, performance metrics, and feedback mechanisms.

2. Operational Excellence:

• Optimise support processes and workflows to enhance efficiency and quality.
• Drive case deflection strategies, automation, and AI-powered initiatives to reduce response times and increase customer satisfaction.

3. Platform & Technology Ownership:

• Lead the transition from Zoho Desk to HubSpot Service Hub or similar platforms.
• Ensure seamless migration, training, and adoption across teams, leveraging deep knowledge of ticketing systems and data management.

4. Data-Driven Decision Making:

• Leverage data analysis to monitor, report, and continuously improve support operations and customer experience.
• Develop and maintain robust performance dashboards and actionable insights.

5. Cross-Functional Collaboration:

• Collaborate closely with Revenue, Product, Engineering, and Marketing teams to align support strategies with business objectives.
• Understand and proactively address billing challenges, customer segmentation needs, and product integration support.

6. Innovation and Continuous Improvement:

• Identify, pilot, and implement innovative support technologies and methods, particularly focusing on AI-driven solutions.
• Stay abreast of industry trends and best practices to maintain a competitive advantage.

Qualifications

• 3+ years of experience in customer support leadership roles within SaaS or similar technology-driven environments.
• Proven expertise in managing large-scale migrations between customer support platforms (e.g., Zoho, Salesforce, Intercom, HubSpot).
• Demonstrated capability in leveraging AI, automation, and analytics to drive operational improvements and efficiency
• Strong track record of effectively managing teams, developing talent, and driving measurable performance improvements.
• Exceptional knowledge of cross-departmental collaboration, particularly with Product, Revenue, Engineering, and Marketing teams.
• Experience addressing complex billing challenges and integrating billing systems within customer support processes.
• Excellent communication and interpersonal skills, capable of engaging effectively at all levels of the organisation.

What we offer:

• Regular performance-based compensation reviews
• 100% paid 20 business vacation days
• 100% paid 10 sick leave days
• Health & Wellness program - a bonus payment, which will cover 50% up to a total of 500 Euro annually of the amount spent on the following activities: medical services (except regular health insurance), fitness, sports activities (excluding sports equipment), stress management, body massage, weight management, yoga, traveling, etc.
• Reimbursement of professional development courses
• Service years recognition financial reward