Head of Support - Defendec/Reconeyez

Job Description

We are seeking an experienced and visionary Head of Support to lead our support operations for Defendec/Reconeyez in Tallinn, Estonia. In this pivotal leadership role, you will oversee the support function, driving excellence in customer service delivery while building and mentoring a high-performing team. You will be responsible for developing strategic initiatives that enhance customer satisfaction, optimize support processes, and ensure operational efficiency across all support channels.

1. Define the client base — segment by type, technical sophistication, and use case to establish who you are supporting and what they need.

2. Map the competence gap — assess where clients currently are against the minimum competence required to install, operate and manage the systems without hand-holding.

3. Design and build the training programme — deliver training that closes competence gaps efficiently; know the cost and time investment required per client segment.

4. Own the sales-to-support handover — work closely with Field Application Engineers to ensure client context, commitments and technical requirements are transferred cleanly at the point of sale, so support starts from a position of knowledge rather than catch-up.

5. Define and implement first and second line support — establish what clients and installers should resolve themselves, what the first line handles, and what escalates to second line. Build the processes, tools and documentation that make this work.

6. Audit and improve support systems — evaluate existing tools, documentation, ticketing and escalation processes; fix what is broken, build what is missing, and iterate continuously based on evidence.

7. Get early wins — identify the highest-impact problems quickly, fix them visibly, and build credibility before tackling systemic change.

8. Resolve operational issues — own the support queue, drive resolution, and treat recurring problems as signals for systemic fixes rather than one-off tickets.

9. Escalate personally when required — step in directly on high-stakes or complex client issues where standard process is insufficient.

10. Develop a customer support culture — establish clear standards for responsiveness, communication quality and ownership.  Ensure clients feel supported, confident and valued at every interaction.

Qualifications

• 5+ years of experience in support operations management or similar leadership roles
• Proven track record of building, scaling, and managing high-performing support teams
• Strong expertise with support ticketing systems and customer relationship management (CRM) platforms
• Demonstrated ability to develop and implement process improvements that enhance efficiency and customer satisfaction
• Excellent communication and interpersonal skills with the ability to motivate and inspire teams
• Strong analytical skills with proficiency in data analysis and reporting tools
• Experience managing SLAs, KPIs, and support metrics
• Proficiency in handling complex escalations and difficult customer situations with empathy and professionalism
• Strategic thinking ability with a customer-focused mindset
• Experience with onboarding and training support staff
• Knowledge of support best practices and industry standards
• Ability to work collaboratively across departments and organizational levels
• Problem-solving orientation with a decisive approach to decision-making

Additional Information

What Good Looks Like

• Clients reach operational independence quickly and stay there.
• Handover from sales is consistent, documented and leaves no client context on the floor.
• First and second line are clearly defined and function without constant management involvement.
• Support load decreases over time as training and documentation improve.
• Problems are fixed at root cause — the same issue does not recur at scale.
• Visible improvements land within the first 90 days.