Management background: Director / Head of Support level
Industrial experience: B2B SaaS / Enterprise Software / Process Automation (RPA) / Observability platforms / Telecom and mission-critical systems
Functional competencies: Customer Support Leadership & Operations / Technical Support Management (Tier 1–3) / Support Process Design & Scaling / SLA & Escalation Management / KPI & Capacity Planning / Cross-functional collaboration (Product, R&D, Customer Success) / Incident & Problem Management / Root Cause Analysis & Continuous Improvement / Knowledge Management & Self-service strategy / Support tooling (Zendesk, Jira Service Management, Salesforce Service Cloud)
Maximum employees managed: 10+
Companies: Global international / Mid-size / Start-ups
Considered development directions: Head of Customer Support / Director of Customer Support / VP Customer Support / Support Operations / Head of Customer Experience (CX) / Customer Success / Support transformation roles
Region: Europe, Asia, CIS or Remote
Management background: Director / Head of Support level
Industrial experience: B2B SaaS / Enterprise Software / Process Automation (RPA) / Observability platforms / Telecom and mission-critical systems
Functional competencies: Customer Support Leadership & Operations / Technical Support Management (Tier 1–3) / Support Process Design & Scaling / SLA & Escalation Management / KPI & Capacity Planning / Cross-functional collaboration (Product, R&D, Customer Success) / Incident & Problem Management / Root Cause Analysis & Continuous Improvement / Knowledge Management & Self-service strategy / Support tooling (Zendesk, Jira Service Management, Salesforce Service Cloud)
Maximum employees managed: 10+
Companies: Global international / Mid-size / Start-ups
Considered development directions: Head of Customer Support / Director of Customer Support / VP Customer Support / Support Operations / Head of Customer Experience (CX) / Customer Success / Support transformation roles
Region: Europe, Asia, CIS or Remote
Professional Experience:
Senior support leader with extensive experience in building and transforming technical support functions in fast-growing B2B SaaS and enterprise software companies.
Most recently acting as Support Function Owner in a high-growth observability company, building support operations from scratch, including team structure, SLAs, workflows, and 24/7 support model.
Previously held Director-level roles in global organizations (up to 1000 employees), managing distributed support teams, improving SLA performance, reducing resolution time, and driving alignment between Support, Product, and Engineering.
Earlier career includes deep hands-on technical background in telecom and enterprise systems, with strong expertise in troubleshooting, production environments, and customer-facing delivery.
Key Achievements:
- Reduced issue resolution time by 42% while maintaining CSAT 4.7+ and 95%+ SLA compliance.
- Reduced Tier 1 first response time to <1 hour in 98% of cases.
- Reduced Tier 3 backlog by 60%+ through process and ownership improvements.
- Reduced support-related workload on engineering by 55% via improved collaboration.
- Built and scaled support organizations from scratch, including 24/7 global coverage.
- Increased knowledge base content creation by 70%, improving self-service adoption.
Education and qualifications:
- Master’s degree in Computer Science
- Moscow State University of Transport (MIIT)
Key Competencies:
- Customer Support Leadership
- Global Support Operations
- SLA & Escalation Management
- Support Process Design
- Cross-functional Leadership
- Customer Experience Optimization
- Technical Support (B2B SaaS / Enterprise)
- Incident & Problem Management
- Data-driven Decision Making
- Team Building & Mentoring
Positions considered:
Head of Customer Support
Director of Customer Support
VP Customer Support / Support Operations
Head of Customer Experience
Support / CX Transformation Lead
Income expectations: from 15 000 USD / gross / monthly + bonus
Special points:
Location – Spain. Ready for relocation and remote work. Fluency in English, Hebrew and Russian. Conversational Spanish.
Код кандидата: 47A