Vosker
surveillance solutions
HeadofSupport
Neural analysis suggests this role is
optimal for mid candidates.
“Head of Support at Vosker. Skills: Support operations management, Customer success, Team leadership. Lead support team. Mentor support team”
What You'll Achieve.
Clients reach operational independence quickly; Clients stay in operational independence; Handover from sales is consistent; Handover from sales is documented; No client context lost on handover; First line clearly defined; Second line clearly defined; First and second line function without constant management involvement; Support load decreases over time; Problems fixed at root cause; Same issue does not recur at scale; Visible improvements land within first 90 days
Industry & Context.
Problem-solving orientation; Root cause analysis
What They're Looking For.
Must Have
5+ years of experience in support operations management, Proven track record of building, scaling, and managing high-performing support teams, expertise with support ticketing systems, expertise with customer relationship management (CRM) platforms, Demonstrated ability to develop and implement process improvements, Excellent communication and interpersonal skills, analytical skills with proficiency in data analysis, proficiency in reporting tools, Experience managing SLAs, Experience managing KPIs, Experience managing support metrics, Proficiency in handling complex escalations, Proficiency in handling difficult customer situations, Strategic thinking ability, customer-focused mindset, Experience with onboarding support staff, Experience with training support staff, Knowledge of support best practices, Knowledge of industry standards, Ability to work collaboratively across departments, Ability to work collaboratively across organizational levels, Problem-solving orientation, decisive approach to decision-making
What You'll Do.
Foster culture of excellence
Foster culture of accountability
Foster culture of continuous improvement
Ensure consistent service quality
Develop support strategies
Implement support strategies
Align support strategies with organizational goals
Enhance customer satisfaction
Oversee day-to-day support operations
Analyze support metrics
Analyze customer feedback
Identify opportunities for process optimization
Collaborate with cross-functional teams
Resolve complex customer issues
Improve product offerings
Design training programs
Execute training programs
Enhance team skill sets
Enhance product knowledge
Manage support budgets
Manage support resources
Maximize operational efficiency
Conduct performance reviews
Provide constructive feedback
Represent support function in leadership meetings
Contribute to strategic planning initiatives
Customize support workflows
Customize documentation
Improve response times
Improve first-contact resolution rates
How You'll Work.
Team & Collaboration
Cross-functional teams; Product teams; Engineering teams; Sales teams; Leadership meetings
Communication Scope
Interpersonal skills
Full Job Description
VOSKER, leading provider of surveillance solutions for remote-area monitoring, is recruiting talent to support its Reconeyez solutions. Every day, we design intelligent, autonomous, solar-powered and cellular-connected surveillance systems for the world’s most demanding environments, providing consumers and businesses with peace of mind and greater knowledge of their world. In a few words, at Reconeyez by VOSKER: you’ll help protect critical assets, work with cutting-edge technology, and grow with a team that thinks big and delivers. Benefits: * Fast growing business * Fantastic office in Tallinn * Down-to-earth, innovative company culture * Stebby wellness benefit * Additional vacation and health days 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. * Lead, mentor, and develop a support team, fostering a culture of excellence, accountability, and continuous improvement * Establish and manage key performance indicators (KPIs) and service level agreements (SLAs) to ensure consistent service quality * Develop and implement support strategies that align with organizational goals and enhance customer satisfaction * Oversee day-to-day support operations, including ticket management, escalation handling, and resolution tracking * Analyze support metrics and customer feedback to identify trends, gaps, and opportunities for process optimization * Collaborate with cross-functional teams including product, engineering, and sales to resolve complex customer issues and improve product offerings * Design and execute training programs to enh
Applying for this Head of Support role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on SmartRecruiters
- SmartRecruiters often includes a video screening step — check camera and mic permissions.
- Link your GitHub or portfolio directly in the profile section for technical roles.
- Applications may be reviewed by AI scoring before reaching a recruiter — use keywords from the job description.
ANONYMOUS · UNFILTERED
What do employees actually say about Vosker?
Real rants from real employees. Read before you apply.