Vosker
surveillance solutions
HeadofSupport
Neural analysis suggests this role is
optimal for mid candidates.
“Head of Support at Vosker. Skills: Support operations management, Team leadership, Customer satisfaction, Process optimization. Define client base. Map competence gap”
What You'll Achieve.
Enhance customer satisfaction; Optimize support processes; Ensure operational efficiency; Clients reach operational independence quickly; Handover from sales is consistent; First and second line are clearly defined; Support load decreases over time; Problems are fixed at root cause; Visible improvements land within the first 90 days
Industry & Context.
Problem-solving orientation; Decisive approach to decision-making; 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, Experience managing SLAs, KPIs, and support metrics, Experience with onboarding and training support staff
Nice to Have
Expertise with support ticketing systems, Expertise with customer relationship management (CRM) platforms, Knowledge of support best practices and industry standards
What You'll Do.
Design and build training programme
Own sales-to-support handover
Define and implement first and second line support
tools and documentation
Audit and improve support systems
Resolve operational issues
Own the support queue
Escalate personally when required
Develop a customer support culture
Establish clear standards for responsiveness
Establish clear standards for communication quality
Establish clear standards for ownership
How You'll Work.
Team & Collaboration
Work closely with Field Application Engineers; Work collaboratively across departments; Work across organizational levels
Communication Scope
Communication quality; 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. 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
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