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Maisa AI is seeking a Head of Support to build and lead the Customer Support function from the ground up. This is a high-impact leadership role with significant autonomy to define how support operates across a growing enterprise customer base. You will own the entire customer support experience, from operational strategy through execution, ensuring exceptional service delivery while meeting contractual SLAs and operating within budget.
Key responsibilities include designing the optimal support operating model—deciding whether to build an in-house team or manage an outsourced partner. You'll establish scalable support operations including escalation paths, workflows, knowledge bases, and on-call coverage models. You'll select and implement support tooling (Zendesk, PagerDuty, Freshdesk, Intercom, Jira Service Management, etc.) and own all operational KPIs including CSAT, SLA adherence, response/resolution times, and team productivity.
Initially a hands-on player-coach role, you'll hire and develop support team members or manage external partners, establish quality processes and playbooks, and drive continuous improvement through process optimization and automation. You'll partner closely with Client Services, Product, and Engineering teams to ensure effective escalation, root-cause analysis, and customer feedback integration.
Required qualifications: 8+ years in Customer Support, Technical Support, or Support Operations within SaaS/software companies. Proven experience building a support function from scratch. Track record managing contractual SLAs, operational KPIs, and support budgets. Strong knowledge of support operations including escalation management, rotas, playbooks, and quality processes. Experience with support tooling platforms. Demonstrated success hiring, training, and developing support teams. Experience managing third-party vendors or outsourced providers. Strong analytical skills with proficiency in support metrics and reporting. Excellent stakeholder management abilities. Fluency in both Spanish and English is required.
Preferred: ITIL or Service Management certifications; experience supporting AI, enterprise software, or highly technical SaaS products.
