> Markdown version of [/jobs/ext/3488255-head-of-support-excellence-transformation](https://www.wearedevelopers.com/jobs/ext/3488255-head-of-support-excellence-transformation). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Head of Support Excellence & Transformation - **Company:** osapiens - **Location:** Madrid, Spain - **Contract:** Temporary contract - **Skills:** Artificial Intelligence, Software as a Service, Mttr - **Published:** September 22, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=faece290ecc127ef ## About the Role * 7+ years' experience in Digital Transformation, Process Excellence, or Customer / Support Operations, ideally in SaaS or enterprise technology. * Background in strategic consulting roles focused on (Digital) Transformation. Ideally from leading IT-transformation consultancies or high-growth tech scale-ups (ideally B2B, such as Celonis). * Proven success implementing automation, AI-enabled support, self-service portals, and process improvements. * Analytical mindset: you use data to diagnose, prioritise, and drive decisions. * Excellent leadership and stakeholder-management skills: you can inspire teams and influence executives. * Hands-on, pragmatic working style: you don't just manage change, you drive it. * Passion for operational excellence, sustainability, and creating meaningful global impact. ## Description * Lead & Inspire: Build and develop a high-performing global Support team that thrives on ownership, learning, and customer obsession. * Transform & Automate: Redesign processes, implement automation, and build scalable systems that absorb growth efficiently. * Drive Deflection: Reduce repetitive tickets by steering customers toward documentation, refining the AI support assistant, and expanding self-service. * Eliminate Root Causes: Analyze ticket data, identify recurring drivers, and translate insights into concrete improvements for Product, Delivery, and Engineering. * Operational Excellence: Define and track KPIs (MTTR, CSAT, deflection, backlog, SLA compliance); lead weekly performance reviews. * Cross-Functional Collaboration: Partner closely with Customer Success, Delivery, Product management and Development, and our platform teams, to ensure seamless handovers and issue prevention. * Lead in Crises: Act as the calm, structured, and transparent leader, both customers and teams rely on during major incidents and change processes. * Continuous Improvement: Embed retrospectives, feedback loops, and measurable experiments that raise the bar every month., Success isn't measured only by KPIs, it's felt in collaboration, trust, and daily momentum. All relevant knowledge is clearly documented and accessible to the customer directly as well as through the chatbot. A significant portion of tickets is automatically deflected, and documentation gaps are steadily closed - ideally in an automated way, with a direct link to development outputs. No tickets remain stalled waiting on the customer or pending on bug tickets that have already been resolved. Improvement ideas are framed empathetically, with reference to the development roadmaps. Team members are constantly progressing and improving their capabilities - excelling in communication, leading with drive, and spotting opportunities for improvement. Team leads in particular stay continuously engaged in the improvement process, pushing the boundaries of what's possible. Everyone in the organization is working toward the same goal, and Support is seen as the trusted driver of customer satisfaction and effective issue resolution. That's the transformation we're aiming for i.e. scalable excellence built through automation, alignment, and shared purpose. Quantitatively: * Ticket volume growth decoupled from customer and FTE growth. * Significant reduction in escalations to customers and Development. * Deflection and AI automation deeply embedded in operations. * Continuous improvement loop established between Support, Product, and Delivery. * Support recognized company-wide as a strategic pillar of customer experience and business continuity. What makes this role unique? * Mission-Critical Impact: If osapiens systems stop, global supply chains stop. Your leadership keeps them running. * Purpose-Driven Company: You'll directly help prevent deforestation, enable fair labor, and drive global sustainability. * Strategic Seat in CX: You'll drive support as strategic pillar, and influence the customer journey overall. * Transformation Ownership: Full mandate to redesign processes, tools, automation, and team structures as you see fit. * Visibility & Growth: Your impact will be visible every day in customer satisfaction, operational scalability, and the resilience of thousands of supply chains worldwide. ## Related Videos - [How Visionary Leaders Drive Transformation](https://www.wearedevelopers.com/videos/1701-how-visionary-leaders-drive-transformation) - [Edit Your Future: Queerverse Radical AI](https://www.wearedevelopers.com/videos/909-edit-your-future-queerverse-radical-ai) - [Outsmarting the System: What Game Cheaters Can Teach Us About Cyber Security](https://www.wearedevelopers.com/videos/1396-outsmarting-the-system-what-game-cheaters-can-teach-us-about-cyber-security) - [Reducing Cognitive Overload Through Platform Engineering](https://www.wearedevelopers.com/videos/679-reducing-cognitive-overload-through-platform-engineering) - [AI is dead, long live AK](https://www.wearedevelopers.com/videos/1093-ai-is-dead-long-live-ak) - [Beyond the Hype: Building Trustworthy and Reliable LLM Applications with Guardrails](https://www.wearedevelopers.com/videos/1594-beyond-the-hype-building-trustworthy-and-reliable-llm-applications-with-guardrails) ## Related Articles - [Coffee with Developers - Maria Apazoglou - Making AI understandable for all in production](https://www.wearedevelopers.com/magazine/475-coffee-with-developers-maria-apazoglou-making-ai-understandable-for-all-in-production) - [Navigating the AI Shift](https://www.wearedevelopers.com/magazine/629-navigating-the-ai-shift) - [MLOps – What’s the deal behind it?](https://www.wearedevelopers.com/magazine/125-mlops-what-s-the-deal-behind-it) - [Spanish Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/353-spanish-business-culture-and-etiquette) - [Stephan Gillich - Bringing AI Everywhere](https://www.wearedevelopers.com/magazine/489-stephan-gillich-bringing-ai-everywhere) - [MLops – Deploying, Maintaining And Evolving Machine Learning Models in Production](https://www.wearedevelopers.com/magazine/115-mlops-deploying-maintaining-and-evolving-machine-learning-models-in-production)