Head of Support Excellence & Transformation (m/f/x)
Department: Customer Support
Employment Type: Permanent - Full Time
Location: Madrid
Description
osapiens helps global companies build transparent, compliant, and sustainable supply chains.
Our platform powers 2 000 + enterprise clients — from leading DAX and S&P 500 companies, to key players in manufacturing, to most major retailers, and all the way down the supply chains to cacao farmers in some of the most remote regions of the world.
If our systems are down, imports into Europe could halt, production lines across industries would stop, and thousands of trucks could no longer deliver worldwide. Our holistic platform for supply-chain transparency, resilience, and automation helps businesses grow responsibly — with sustainability and scalability always in focus.
That’s why our Support organization is mission-critical. When we perform well, global supply chains keep moving — and sustainability goals become reality.
Your mission
Our Support team currently handles around 3 000 tickets per month, ranging from simple knowledge questions to production-critical incidents.
As osapiens continues to scale rapidly, your mission is to decouple customer growth from ticket and FTE growth — by transforming Support into an intelligent, automated, and continuously improving organization.
This is not a maintenance role — it’s a transformation mission.
* 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); build dashboards and lead weekly performance reviews.
* Cross-Functional Collaboration: Partner closely with Customer Success, Delivery, and Product 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.
You bring
* 7–12 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 (e.g., Celonis or similar).
* 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.
Lead Support, Drive Impact, Shape the Future
Success After 12 Months
Success isn’t measured only by KPIs — it’s felt in collaboration, trust, and daily momentum.
Picture this: Tim, leading the Development Department walks over to you, you both smile and say, “Wow — we really moved the needle. We have fewer escalations, we’re improving every day, and we’re serving thousands of clients without needing a whole building full of support agents.”
That’s the transformation we’re aiming for — scalable excellence built through automation, alignment, and shared purpose.
And 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.
Why This Role Is 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.
Ready to Lead Support Into the Future?
Join osapiens to build the backbone of sustainable supply chains — where operational excellence, technology, and purpose meet. Here, Support isn’t reactive — it’s the engine of resilient, transparent, and sustainable growth.
Benefits
* A purpose-driven mission with and for global industry pioneers in tackling complex challenges
* Room for creativity through collaborative teamwork and an open communication culture
* Flexibility and team bonding with our hybrid work options
* Fuel for your growth journey, both personally and professionally
* Fun team events and outings with our global teams
* Inspiring workspaces in Madrid and beyond
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