Head of Customer Support

About the Role

Inspera is a global provider of digital assessment solutions, catering to educational institutions, awarding bodies, and enterprise clients worldwide. We are seeking an experienced Head of Customer Support to lead and enhance our B2B service operations across multiple countries. This senior leadership position focuses on crafting a scalable, multi-level support framework while elevating service standards using data-driven strategies, coaching, and process refinement.

Responsibilities

• Oversee and advance customer support operations across two countries.
• Define and instill exemplary B2B customer service standards within the team.
• Develop and refine a multi-tier support structure (Tier 1, 2, and 3).
• Set and monitor KPIs such as response time, resolution time, SLA compliance, escalation ratios, and customer satisfaction rates.
• Leverage ticket system data and operational insights to detect inefficiencies, optimize procedures, and encourage ongoing process enhancements.
• Enhance usage of support platforms like Zendesk, Jira Service Management, Freshdesk, and Salesforce Service Cloud.
• Provide coaching and mentorship to regional leads and support staff.
• Handle resource allocation, manage workloads, and ensure comprehensive cross-regional coverage.
• Serve as the escalation contact for premium B2B clients and urgent incidents.
• Collaborate closely with Product, Engineering, Revenue, and Operations teams to maximize customer success.

Required Expertise

• Proven leadership of customer support, service desk, helpdesk, or service delivery teams in B2B environments.
• Experience in SaaS, software, IT services, or technology-driven support roles.
• Skillful in managing SLAs, KPIs, escalations, and customer satisfaction metrics.
• Track record in enhancing, scaling, or reorganizing support functions.
• Knowledgeable in multi-tier support frameworks.
• Strong leadership capabilities, including coaching, performance evaluation, and team growth.
• Familiarity with ticketing, CRM, or service management tools.
• Excellent stakeholder communication skills, particularly with senior executives and key accounts.
• Comfortable managing operations across multiple locations or countries.

Preferred Qualifications

• Background in B2B SaaS enterprises.
• Experience with enterprise or strategically important accounts.
• ITIL Foundation or equivalent service management certification.
• Hands-on experience with tools like Zendesk, Jira Service Management, Salesforce Service Cloud, or Freshdesk.
• Demonstrated success in transforming customer service or redesigning support models.

Opportunity Overview

This role presents a chance to lead and transform a critical customer support division in a dynamic, expanding SaaS company. You will have the authority to shape support frameworks, enhance quality and reporting, and build a motivated team vital to customer satisfaction. Candidates passionate about B2B customer service leadership and team development are encouraged to apply.

Additional Details

Location: United Kingdom (Remote with monthly travel to Oslo)