Head of Customer Support

Preply

Head of Customer Support overseeing global operations at Preply, transforming customer engagement through AI. Leading large teams and driving exceptional support across multiple regions and time zones.

Posted 6/16/2026full-timeBarcelona • 🇪🇸 SpainLeadWebsite

About the role

Key responsibilities & impact

Grow and lead a high-performing global support team across multiple regions and time zones, fostering a culture of data-driven performance management, continuous improvement, and customer obsession
Develop and grow the operational leadership layer within the team, building clear accountability structures, development pathways, and a strong management bench
Own our internal support and also grow our global external BPO partnerships, managing vendor relationships, performance frameworks, SLAs, KPIs, and escalation protocols across multiple geographies
Identify, develop, and structure our highest-skilled agents into a dedicated customer engagement capability focused on the most complex, high-value interactions: trust & safety cases, product fit-back, high-value customer scenarios, and save situations
Align Operations, QA, Training, and Workforce Management into one coherent function with shared goals, unified ways of working, and measurable outcomes
Own the AI strategy across the human support function, embedded across all teams (QA, WFM, Training), and agentic workflows that augment agent productivity
Drive adoption of AI tools across all supporting functions, ensuring every role is actively leveraging automation and intelligence in their day-to-day
Collaborate closely with the AI Support Delivery function to ensure the human and AI chatbot support layers operate as one seamless experience for customers
Monitor and report on SLAs, CSAT, resolution times, and other key performance metrics; build dashboards and reporting frameworks that give real-time visibility into team performance
Surface insights from human support interactions that can improve product, UX, and operational processes, and work cross-functionally with Product, Engineering, Marketing, and Supply to act on them

Requirements

What you’ll need

10+ years of experience in customer support or operations management, with at least 3 years in a senior leadership role, preferably in a fast-paced marketplace, e-commerce, or tech environment
Track record of building and leading large, distributed, global support teams across multiple regions and time zones
Proven experience managing BPO vendors or contact center partners at global scale, selecting, onboarding, and performance-managing external partners across multiple geographies
Experience leading or closely integrating QA, Training, and Workforce Management functions to the core human support operations
Demonstrated experience applying AI across human support operations
Strong analytical skills with a data-driven approach to performance management; experience with tools like Intercom, Looker, or equivalent platforms
Exceptional people management skills with a track record of developing talent and building high-performing global teams
Excellent cross-functional communication and influencing skills
Customer-first mindset: you balance empathy and operational efficiency without sacrificing either
Comfortable with ambiguity and energised by the opportunity to scale and shape a function — you are a builder as much as an operator

Benefits

Comp & perks

A generous monthly allowance for lessons on Preply.com
Learning & Development budget and time off for your self-development
A competitive financial package with equity, leave allowance and health insurance
Not in Barcelona? We offer an attractive relocation package to join us in our Preply Barcelona Hub
Access to free mental health support platforms
Access to Gympass-partnered wellness and gym centers throughout Spain to promote and support well-being and physical health

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Hard Skills & Tools

customer support managementoperations managementBPO vendor managementperformance managementAI integrationdata analysisdashboard creationKPI monitoringCSAT measurementworkforce management

Soft Skills

people managementcross-functional communicationinfluencing skillscustomer-first mindsetanalytical skillsleadershipteam buildingadaptabilityproblem-solvingcontinuous improvement