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Head of Customer Satisfaction & AI Transformation
Full-time
NEW - Head of Customer Satisfaction & AI Transformation - Leading B2B SaaS Scale-up / mission-critical solution
We are currently supporting a leading tech company on a key hire, focused on transforming customer relations through innovation.
As the group continues to scale, we are shifting from traditional customer service to an AI-driven, high-performance Support & Customer Experience ecosystem.
As the
Head of Customer Satisfaction & AI Transformation
, you will be the architect of this operational and technological journey
Mission
Directly leading the support operations, your objective is to guarantee top-tier CSAT while accelerating service transformation through AI.
Drive CSAT & Performance:
Optimize key metrics (SLAs, resolution times, quality of service).
Lead the AI Journey:
Deploy and scale AI solutions (GenAI, chatbots, automation) to boost customer experience and team productivity.
Incident Management:
Oversee critical incidents and maintain proactive communication.
Data-Driven Improvement:
Leverage support data to optimize processes and anticipate customer needs.
Cross-Functional Collaboration:
Bridge the gap between Support, Product, Dev, and Sales teams.
People Leadership:
Foster a strong team culture oriented around innovation and performance.
Profile
Experience:
5\+ years managing support activities, service delivery, or customer relations.
Transformation DNA:
Proven track record in transforming support services and managing cross-functional projects.
AI & Tech Savvy:
Solid understanding of AI technologies and automation tools applied to CX.
Soft Skills:
Strong leadership, results-oriented, and excellent communication.
Education:
Degree from an Engineering, IT, or top-tier University program.
This strategic role offers high visibility, cutting-edge tech challenges, and strong prospects for growth.
