Head of Support

Responsibilities

• Lead, mentor, and develop a high-performing support team in Tallinn, fostering a culture of accountability and continuous improvement
• Establish and manage key performance indicators (KPIs) and service level agreements (SLAs) to ensure consistent service quality
• Develop and implement support strategies that align with organizational goals and enhance customer satisfaction
• Oversee day-to-day operations, including ticket management, escalation handling, and resolution tracking
• Analyze support metrics and customer feedback to identify trends and opportunities for process optimization
• Collaborate with product, engineering, and sales teams to resolve complex issues and improve product offerings
• Design and execute training programs to enhance team skill sets and product knowledge
• Manage support budgets, resources, and tools to maximize operational efficiency

Requirements

• 5+ years of experience in support operations management or similar leadership roles
• Proven track record of building, scaling, and managing high-performing support teams
• Strong expertise with support ticketing systems and CRM platforms
• Demonstrated ability to develop and implement process improvements
• Strong analytical skills with proficiency in data analysis and reporting
• Experience managing SLAs, KPIs, and support metrics
• Excellent communication and interpersonal skills with the ability to motivate teams
• Ability to handle complex escalations with empathy and professionalism

Benefits

• Fast growing business environment
• Fantastic office located in Tallinn
• Down-to-earth, innovative company culture
• Stebby wellness benefit
• Additional vacation and health days

About the Company

VOSKER is a leading provider of surveillance solutions for remote-area monitoring. We design intelligent, autonomous, solar-powered, and cellular-connected surveillance systems for the world’s most demanding environments, providing peace of mind and greater knowledge of the world to our customers.