Head of Support

Just Vargas is a human resources consultancy that recruits, trains, and supports talent, helping both companies and professionals reach their full potential.

Were looking for a Head of Support to lead and scale the support function of a fast-growing company in the technology sector. In this role, youll be responsible for building a high-performing team, defining support processes, and ensuring exceptional service quality across all client interactions. Youll work closely with operations, engineering, and product teams to ensure customer satisfaction and operational excellence in a tech-driven, fast-paced environment.

Key Responsibilities:

Define and implement the support strategy, tools, and workflows across Level 1 and Level 2 support;

Lead, mentor, and grow a team of support specialists, ensuring alignment with company goals and client needs;

Ensure SLA compliance, performance metrics, and consistent quality in issue resolution;

Act as an escalation point for high-priority incidents, coordinating with engineering and product;

Collaborate with onboarding and implementation teams to ensure a smooth client experience;

Build and maintain a scalable knowledge base, internal documentation, and troubleshooting guides;

Drive continuous improvement through analysis of recurring issues and customer feedback;

Support cross-functional initiatives that improve customer satisfaction and operational efficiency;

Represent the voice of the customer internally and contribute to product and process evolution.

Hardware & Physical Product Support

Our clients solution is a product that combines hardware components with state-of-the-art software. Youll help shape the support function around this hybrid reality ensuring technical troubleshooting and issue resolution spans both hardware and software layers. This includes diagnosing issues related to sensors, devices or connectivity, coordinating logistics for hardware maintenance or replacements, and working closely with external operational teams as well as internal customer and engineering teams.

Requirements:

5+ years of experience in technical support, including at least 2 in a leadership or coordination role;

Experience managing SLA-driven teams and using support platforms (e.g., Zendesk, Freshdesk, Jira);

Excellent communication and people management skills, with a coaching and hands-on mindset;

Ability to bridge the gap between technical and non-technical stakeholders;

Solid understanding of software and hardware systems, including experience supporting integrated hardware/software products or IoT devices;

Experience working with cross-functional teams (Product, Engineering, Ops, Commercial);

Analytical mindset, data-driven decision-making, and a strong focus on customer experience;

Fluency in English (written and spoken).