Head of Support
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Outpost24 is hiring a Head of Support to join our growing team in Sweden!
In this role, you will be responsible for ensuring a consistent, high-quality support experience for our customers worldwide. You will oversee the resolution of technical and usage-related issues in accordance with defined service levels, while working to continuously improve operational efficiency and customer satisfaction.
This position offers the opportunity to take strategic ownership of our support function, develop and lead a globally distributed team, and contribute directly to key performance indicators such as customer satisfaction, customer retention, and service delivery standards.
As a Head of Support your key responsibilities will include:
What You Bring
In Return For Your Efforts, We Can Offer You
Sounds like you? Then apply today!
Don’t fulfil all the criteria? At Outpost24, we're dedicated to building a diverse and inclusive workplace, where attitude, values, and willingness to learn are valued above all. So, if you're excited about this role but your professional experiences don't completely align with what we're looking for, we encourage you to apply anyway.
In this role, you will be responsible for ensuring a consistent, high-quality support experience for our customers worldwide. You will oversee the resolution of technical and usage-related issues in accordance with defined service levels, while working to continuously improve operational efficiency and customer satisfaction.
This position offers the opportunity to take strategic ownership of our support function, develop and lead a globally distributed team, and contribute directly to key performance indicators such as customer satisfaction, customer retention, and service delivery standards.
As a Head of Support your key responsibilities will include:
- 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.
What You Bring
- 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
Sounds like you? Then apply today!
Don’t fulfil all the criteria? At Outpost24, we're dedicated to building a diverse and inclusive workplace, where attitude, values, and willingness to learn are valued above all. So, if you're excited about this role but your professional experiences don't completely align with what we're looking for, we encourage you to apply anyway.
Post Date
2025-06-13
Job Type
REMOTE
Employment type
Full-time
Category
Other
Level
Mid-Senior
Country
Sweden
Industry
ComputerNetwork Security ,
Skills
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