Head of Support

Responsibilities

• Lead support operations for Defendec/Reconeyez, driving excellence in customer service delivery and building high-performing teams.
• Segment the client base and design training programs to close competence gaps for installers and operators.
• Manage the sales-to-support handover process in collaboration with Field Application Engineers.
• Define and implement first and second-line support structures, including processes, tools, and documentation.
• Audit and optimize support systems, ticketing workflows, and escalation processes.
• Resolve operational issues and address recurring problems at the root cause to prevent systemic recurrence.
• Develop a customer support culture focused on responsiveness, communication quality, and ownership.

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.
• Proficiency in data analysis, reporting, and managing SLAs and KPIs.
• Excellent communication skills with the ability to handle complex escalations professionally.
• Strategic thinking mindset with a strong focus on customer satisfaction.

Benefits

• Fast-growing business environment.
• Fantastic office located in Tallinn.
• Down-to-earth and 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 consumers and businesses alike.