EveryMatrix

Head of Customer Support

EveryMatrix

full-time

Posted on:

Location Type: Hybrid

Location: Bucharest • Romania

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Job Level

Lead

About the role

  • Hire, train, and lead a support team of customer support agents.
  • Build a strong support leadership layer to ensure effective management and team development.
  • Define team structure, roles, and responsibilities for efficient scaling.
  • Develop the overall support strategy aligned with business goals and SLAs.
  • Set up KPIs for the support function.
  • Continuously analyze performance data to improve efficiency and customer satisfaction.
  • Select and implement support platforms.
  • Establish workflows, escalation paths, and knowledge base systems.
  • Ensure systems are scalable, integrated, and aligned with industry best practices.
  • Design the end-to-end support journey for business clients, focusing on consistency, speed, and excellence.
  • Drive a customer-first culture throughout the organization.
  • Handle high-level escalations and key client relationships during the early stages.
  • Partner with HR, Finance, and Legal for hiring, compliance, and budgeting.

Requirements

  • Proven experience in building and scaling a customer support operation, ideally from scratch.
  • 5+ years in support leadership roles.
  • Track record of managing large support teams (50+ agents) and growing support functions.
  • Strong knowledge of support tools, ticketing systems, and CRM platforms.
  • Exceptional operational thinking, project management, and analytical skills.
  • Ability to thrive in fast-paced, ambiguous environments.
  • Excellent interpersonal and communication skills.
  • Strong English communication skills.
Benefits
  • Start with 22 days of annual leave, with 2 additional days added each year, up to 32 days by your fifth year with us.
  • Hybrid work schedule is available after the first three months of employment, with up to 50 days of work from home per year.
  • Benefit from two Free Fridays each year, limited to one per quarter.
  • 3 sick leave days per year, no doctor's note required.
  • Daily catered lunch or monthly lunch allowance.
  • Private Medical Subscription.
  • Access online learning platforms like Udemy for Business and LinkedIn Learning, and a budget for external training.
  • Access to an Employee Assistance Program through TELUS Health.
  • Our office perks include parking, on-site massages, and frequent team-building activities in various locations.
  • Amazing office space complete with its own pool and gym.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer support operationsupport strategyKPI developmentperformance data analysisworkflow establishmentescalation pathsknowledge base systemssupport toolsticketing systemsCRM platforms
Soft Skills
leadershipteam developmentoperational thinkingproject managementanalytical skillsinterpersonal skillscommunication skillscustomer-first cultureadaptabilityrelationship management