P
Posted 5 hours ago
Head of Customer Support & Enablement
PreplyHead of Customer Support & Enablement
Perks & benefits
Annual LeaveHealth InsuranceRelocation AllowanceEducation AllowancePaid Leave
Requirements
10+ years customer support/ops experience, 3+ years senior leadership, Global team management experience, BPO vendor management, AI implementation experience, Data-driven analytical skills
Skills
AIOperationsAI/ML
About the role
About the Company
Preply is a category-defining Ed-Tech company that helps people discover the perfect tutor and craft personalized learning journeys. Having recently reached unicorn status, Preply is transforming education through a human-led, AI-enhanced approach, supporting over 100,000 tutors and learners in 180 countries.
Responsibilities
- Lead and scale a high-performing global support team across multiple regions and time zones
- Develop operational leadership, accountability structures, and development pathways
- Manage global BPO vendor partnerships, including SLAs, KPIs, and performance frameworks
- Build a dedicated customer engagement capability for complex, high-value interactions
- Align Operations, QA, Training, and Workforce Management into a coherent function
- Own the AI strategy for the human support function, driving adoption of agentic workflows and automation
- Monitor and report on key metrics such as CSAT, resolution times, and SLAs
- Surface product and UX insights from support interactions to work cross-functionally with Product and Engineering
Requirements
- 10+ years of experience in customer support or operations management
- 3+ years in a senior leadership role, preferably in marketplace, e-commerce, or tech
- Proven track record of leading large, distributed, global support teams
- Experience managing BPO vendors or contact center partners at scale
- Experience leading or integrating QA, Training, and Workforce Management functions
- Demonstrated experience applying AI across human support operations
- Strong analytical skills with experience in tools like Intercom or Looker
- Exceptional people management and cross-functional communication skills
Preferred Qualifications
- Experience scaling support operations through high-growth phases (3x–5x volume)
- Hands-on experience with AI tools, agentic workflows, or AI QA platforms
- Experience building high-value customer engagement or retention capabilities
- Background in workforce management tooling like Assembled, NICE, or Verint
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Preply · Barcelona
