[JOBS]

Head of Customer Support
(M/F)

We are inviting you to join the Advansys team. We are an internationally recognized IT company with 20 years of experience developing a renowned product that provides comprehensive end-to-end solutions in management information systems. Our solutions are deployed in over 30 countries worldwide. Due to an upcoming retirement, we are now looking for a new Head of Customer Support. We are seeking for a proactive and experienced support leader who will manage the customer support team, support the development of team members, and ensure high-quality service for our international clients. This role combines leadership and organizational responsibilities, and is ideal for someone with excellent organizational skills, clear communication, decisiveness, and the ability to lead a team in a dynamic, technologically advanced, and regulated environment.

Job Description

  • Lead and develop the support team, organize work, set priorities, and monitor performance,
  • Own support processes, including incident management, problem resolution, escalations, SLA adherence, and ticketing standards,
  • Coordinate complex incidents in collaboration with development, QA, and project management teams,
  • Prepare analyses, KPI reports, and RCA documentation for management and clients,
  • Establish and lead training programs (soft skills, product knowledge, process training),
  • Support onboarding of new clients, installations, and CMS system upgrades.

 

What We Expect

  • VI. or VII. level of university degree in technical or other relevant field,
  • Experience in customer support, several years of experience in team leadership (experience in technology or gaming environments are preferred),
  • Understanding of IT support, system architecture, and support tools (e.g., Zendesk),
  • Desired knowledge of databases (SQL reading/understanding), gaming/CMS environments, and advanced Excel skills,
  • Proactive attitude, excellent communication skills, and high responsibility,
  • Ability to set priorities and motivate the team toward achieving goals,
  • Active knowledge of English language and willingness to travel occasionally.

 

What We Offer

  • A dynamic role with leadership, organizational challenges, and opportunities to shape support processes,
  • High degree of autonomy and responsibility,
  • Participation in international projects and global client implementations,
  • Professional and personal development opportunities (conferences, certifications, internal training),
  • Modern work environment and collaborative culture,
  • Competitive salary, annual bonuses, and additional pension insurance,
  • Long-term career path in a strategically important role.

Work location is in Solkan.

Employment with the selected candidate will be concluded for an indefinite period, with a 6-month probation period.

 

How to Apply

If you see yourself in this role, please send your CV to [email protected] with the subject »Head of Customer Support«.

We look forward to receiving your application!