Head of End User Support

Mapal Group

is looking for a

Madrid or Edinburgh

based

Head of End User Support

You could be just the right applicant for this job Read all associated information and make sure to apply.The

Head of End User Support

reports directly to the Director of End-User Support and will lead regional teams (UK, Iberia, LATAM) to deliver exceptional support services, align operations with company goals, drive performance, and strengthen a multicultural and multilingual team culture.Key Indicators:

Track and report the main figures and metrics to provide insight into the department’s volumes and activities, including:Case resolution time and compliance with internal SLAsCustomer Satisfaction (CSAT)Team performance (Quality Control checks)KPIs for process improvement projectsKey Challenges:Managing a diverse workload with requests coming from multiple stakeholders (support, sales, customer success, product teams).Prioritizing between reactive customer support needs and proactive strategic initiatives.Adapting to evolving product releases and maintaining up-to-date knowledge of the ecosystem.Managing escalations effectively while balancing customer expectations and internal constraints.Supporting high-impact customers in a fast-paced and dynamic SaaS environment.Main Assignments:Directly manage Team Leads, Tier 2/System Analysts, and Senior Support Specialists.Conduct regular quality checks and 1:1 meetings with team members to ensure high performance and engagement.Collaborate with Sales, Marketing, Customer Success, and Product teams to drive improvements based on customer feedback and insights.Define and align department strategy with company business objectives. Take part in case management during periods of high workload to support team performance.Establish and monitor KPIs across the department to track performance and identify areas for improvement.Oversee the resolution of critical customer issues and complaints; act as the final decision-maker for high-level escalations.Build and nurture a strong, values-driven team culture.Hire, mentor, and develop team leads to build a scalable and resilient leadership structure.Evaluate, implement, and optimise tools and systems to improve productivity and service quality.Identify workflow inefficiencies and lead the implementation of process improvements.Person Specification:Minimum 7–10 years of experience in customer support or technical support roles, with at least 3–5 years in a senior management or departmental leadership position.Experience managing multicultural, geographically distributed teams, preferably across the UK, Iberia, and LATAM.Demonstrated ability to lead both in-office and remote teams.A strong track record of handling critical customer escalations, resolving high-impact issues, and acting as the final decision-maker in complex support cases.Experience working closely with Product, Sales, Marketing, and Customer Success teams to share insights and influence product/service improvements.ITIL Foundations basics needed. Demonstrated experience defining and executing support strategies, setting KPIs, and using data and tools to drive performance and service quality.Proven ability to lead change management initiatives, streamline workflows, and implement scalable support processes.Experience in a SaaS, hospitality tech, or enterprise software environment is highly desirable.Strong understanding of support-related tools and systems (e.g., Zendesk, Freshdesk, Salesforce Service Cloud, or similar platforms).Fluent in English and Spanish (both written and verbal) is required. French is a plus.Able to navigate cultural nuances across regions and foster inclusive team dynamics.Frequent business trips will be required to Madrid/Edinburgh (depending on the location of the candidate).A passion for delivering exceptional user experiences and a deep empathy for customer needs.Skills and Abilities:Relentless optimist with a solution-oriented mindset.Proactive and capable of taking ownership of challenges.Excellent communication and listening skills, with strong empathy for customers.Highly organized, rigorous, and able to synthesize complex information.Strong analytical skills and problem-solving abilities.Adaptability to a fast-paced, evolving SaaS environment.Bonus: Technical knowledge of integrations, APIs, or SaaS platforms.Competencies:Strategic Leadership:

Design and execute a vision for support excellence.Cross-Functional Collaboration:

Work effectively with Sales, Marketing, and Product teams to ensure aligned goals.Data-Driven Decision Making:

Leverage metrics and reporting to enhance quality and efficiency.Crisis Management:

Lead responses to critical issues with composure and clarity.Change Management : Guide the team through transitions and improvements in structure or process.About MapalAt Mapal Group, you will find a

fast-paced, agile, and multi-cultural

work environment where we move quickly to meet the needs and surpass the expectations of the world’s largest hospitality providers. Our

passion for customer service

drives us to become the clear market leader in hospitality solutions for hotels, pubs, restaurants, and institutions. With our continued expansion, we seek qualified candidates who share our vision, values, and commitment to superior customer service and market growth .Our ValuesAt Mapal, our culture is shaped by six core values:CommitmentCustomer ObsessionOne TeamOwnershipResilienceThink BigThese values drive everything we do, from supporting our customers to collaborating as a team. We look for individuals who bring

passion, creativity, and ownership , embracing innovation to achieve ambitious goals.Why Join Us?You will have the opportunity to work alongside

talented professionals

in a dynamic environment where your ideas and expertise will have a direct impact. We foster

professional growth, encourage innovation , and celebrate success together as

one team

.We are committed to

equal opportunities

and creating an

inclusive workplace

where everyone is valued and ..... full job details .....