Head of Support
- Karlskrona, Blekinge
- Permanent
- Heltid
- Lead and evolve our global support team, including team structure, hiring, and competence development to support both organic and M&A growth.
- Ensure high-quality customer support in line with SLAs, managing ticket resolution, escalations, and internal coordination.
- Actively participate in improving and documenting support processes and knowledge management.
- Own and maintain the tools and platforms needed to support effective operations.
- Provide input on product best practices and support minor demonstrations for customers.
- Oversee prioritization of support tickets based on customer impact, urgency, and business factors.
- Support customer success activities for a designated segment, maintaining strong relationships.
- Collaborate closely with internal departments, including Product, Engineering, and Sales.
- Bachelor's degree in IT, Business, or a related field.
- Several years of leadership experience in IT, Technical Customer Support, or another technical customer-facing role.
- Proven success working cross-functionally and with executive stakeholders.
- Strong communication skills in English (spoken and written).
- Understanding of software development and deployment processes.
- Previous experience working in a global organization is desirable.
- Prior experience in the cyber- or IT security industry is a strong plus.
- Proficiency in support and CRM tools such as Jira and Salesforce.
- Customer-centric mindset - genuinely passionate about delivering outstanding customer experiences and helping others succeed.
- Leadership - leads by example, supports team development, and fosters a culture of collaboration and trust.
- Strong communicator - clearly and confidently communicates across all levels of the organization, both internally and externally.
- Strategic thinking - able to balance operational execution with long-term vision and planning.
- Calm under pressure - maintains focus and decisiveness in high-pressure or time-sensitive situations, especially when handling escalations.
In return for your efforts, we can offer you:
- A flat organizational structure and lots of autonomy; you are not just a number. You will join an organization that offers a steep learning curve, where your contributions will have a tangible impact
- An organizational culture founded on trust, respect, adaptability, and commitment, where your personal and professional development will be emphasized
- The opportunity to be part of a fast-growing and fun European cybersecurity company
- A healthy work-life balance, so you can enjoy flexible work hours and a hybrid working environment if desired
- An opportunity to join our Headquarter in Karlskrona and enjoy the local perks and benefits of working in Sweden