Job Title: Head of Support (AI-First)
Type: Permanent
Location: EMEA
Role Overview:
The Head of Support is a strategic leader responsible for building and operating an AI-first product support function across all Mercans product lines. This role owns the vision of ticket elimination through automation, root cause resolution, and self-service. You will lead a lean, high-impact team including L3 engineers, an AI Operations Lead, and a 24/7 support engineering team.
You are accountable for SLA performance, customer satisfaction, and continuous reduction of support volume through AI and product improvements.
Key Responsibilities:
- Define and execute the AI-driven support strategy (triage, auto-resolution, self-service, predictive support)
- Deploy and optimize AI/ML tools to reduce manual intervention and increase automation rates
- Drive ticket volume reduction through root cause elimination and product feedback loops
- Own SLA performance, reporting metrics, and continuous improvement initiatives
- Track KPIs: ticket volume, MTTR, auto-resolution rate, FCR, reopen rate, CSAT
- Lead weekly performance reviews and identify trends and recurring issues
- Manage L3 Engineering, AI Operations, and Support teams as an integrated function
- Build and maintain a scalable 24/7 support coverage model
- Partner with Product, Engineering, Compliance, and Configuration teams for issue resolution
- Handle executive-level escalations and client communication
Requirements:
- 7+ years in SaaS support/service delivery, including 3+ years in leadership
- Proven success reducing ticket volumes (not just scaling teams)
- Hands-on experience with AI/ML support tools (chatbots, NLP, auto-resolution)
- Strong knowledge of ITSM tools (Jira, YouTrack, etc.) and SLA frameworks
- Data-driven mindset with dashboarding and analytics expertise
- Experience managing cross-functional technical teams
- Strong executive communication skills
- Degree in Engineering, Computer Science, IT, or related field (Master’s/MBA a plus)
- Experience in payroll, HCM, or fintech SaaS preferred
- Familiarity with LLMs and prompt engineering
Key Objectives (First 90 Days):
- Reduce open ticket backlog from 147 to <60
- Achieve 100% AI-based ticket categorization and routing within 60 days
- Reach 30% AI auto-resolution for L1/L2 tickets
- Implement full 24/7 support coverage within 45 days
- Deliver 20 permanent root cause fixes via L3 team
- Achieve 20% monthly ticket reduction sustained over 2 months