Head of Support Excellence & Transformation
osapiens · Madrid, Madrid ·
- Work mode
- Hybrid
- Seniority
- C level
- Employment
- Full time
- Category
- Support
- Experience
- 7+ years
Department: Customer Support
Employment type: Full-time
Location: Madrid
Workplace: Hybrid (with up to 2 days home office per week)
About osapiens
Employment type: Full-time
Location: Madrid
Workplace: Hybrid (with up to 2 days home office per week)
About osapiens
osapiens helps global companies build transparent, compliant, and sustainable supply chains.
Our platform powers 2 500 + 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.
Our platform powers 2 500 + 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.
The Challenge
Our Support team currently handles around 2000 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 and solution adoption from ticket and FTE growth, by transforming Support into an intelligent, automated, and continuously improving organization. This is not a typical maintenance role, it’s a transformation mission and mandate.
- 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); lead weekly performance reviews.
- Cross-Functional Collaboration: Partner closely with Customer Success, Delivery, Product management and Development, and our platform teams, 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.
- 7+ 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 (ideally B2B, such as Celonis).
- Technical educational background e.g. degree in Computer Science
- 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.
Success After 12 Months
Success isn’t measured only by KPIs, it’s felt in collaboration, trust, and daily momentum.
All relevant knowledge is clearly documented and accessible to the customer directly as well as through the chatbot. A significant portion of tickets is automatically deflected, and documentation gaps are steadily closed — ideally in an automated way, with a direct link to development outputs.
No tickets remain stalled waiting on the customer or pending on bug tickets that have already been resolved. Improvement ideas are framed empathetically, with reference to the development roadmaps.
Team members are constantly progressing and improving their capabilities — excelling in communication, leading with drive, and spotting opportunities for improvement. Team leads in particular stay continuously engaged in the improvement process, pushing the boundaries of what's possible. Everyone in the organization is working toward the same goal, and Support is seen as the trusted driver of customer satisfaction and effective issue resolution.
That’s the transformation we’re aiming for i.e. scalable excellence built through automation, alignment, and shared purpose.
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.
What makes this role 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.