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Director of Customer Support

2 weeks ago

Stockholm, Stockholm, Sweden Quinyx Full time
Director of Customer Support to Quinyx

Your delivery is late. You reach out frustrated and instantly connects with a person who solves the problem in minutes. You just went from never wanting to shop there again, to a brand ambassador. 

You are minutes away from your big presentation when the dashboard stops loading. You reach out in panic to a support that finds a quick workaround and then keeps you in the loop until the bug is fixed. 

Customer Support is one of the most important features of any organization. We are now looking for a Director of Customer Support to come in and revolutionize how we support our customers.  

The Role

You will be leading our global team of more than 20 talented individuals, ensuring you delight our 800+ customers across the world throughout there workforce management journey. You'll shape the future of our support organisation — building strategy, driving innovation, and empowering teams to deliver exceptional outcomes for our customers. You will be in charge of traditional support KPIs such as CSAT and NPS, but also team related metrics like eNPS and efficiency. We are on a journey to change how we run support in order to make this a key differentiating factor to our offering, you will be the one driving that transformation. 

This is your opportunity to scale a high-impact function, harness modern technology and data, and make a lasting mark on how we serve our growing community.

What You'll Be Doing

Lead with Vision: Define and execute a global support strategy that fuels customer success and scales with company growth — transforming the function into a proactive, data-driven, customer-obsessed organization that stays ahead in a fast-moving SaaS landscape and aligns with broader goals in adoption, retention, and expansion.

Inspire and Grow Your Team: Lead and develop a world-class, distributed support organization by fostering a culture of accountability, inclusion, and collaboration, while building clear pathways for mentorship, learning, and career growth that attract and retain top talent.

Drive Operational Excellence: Design scalable systems, processes, and workflows that balance quality, speed, and cost; use data and KPIs to measure performance and continuously improve efficiency and customer satisfaction.

Leverage Technology & AI: Champion modern tools and automation — from Zendesk and Salesforce to AI-driven routing, chatbots, and predictive analytics — and explore Generative AI to enhance speed, personalization, and team productivity, ensuring every tech investment drives measurable results.

Champion the Customer Voice: Act as the voice of the customer across the organization, collaborating with Product, Engineering, Marketing, and Customer Success to turn insights into action, enhance communication and documentation, and represent Support at the leadership level to surface trends, risks, and opportunities.

What we're looking for

You're an experienced customer support leader who knows how to build, and scale a modern support function. You bring deep expertise in SaaS B2B support operations, a passion for leveraging data and technology, and a people-first approach to leadership. You're comfortable working in a fast-paced, high-growth environment where customer experience and operational excellence go hand in hand.

We think you'll thrive in this role if you have:

Extensive experience in customer support, including several years in leadership roles,  with a proven track record of leading successful teams and operations.

A playbook for building an efficient support function for a technical and complex SaaS solution (experience outside of SaaS or tech won't be considered).

Strong command of modern support tools, automation, knowledge bases, and analytics platforms.

Exceptional people leadership and coaching skills, with success in developing high-performing, engaged teams.

An analytical mindset and ability to use data and metrics to drive strategy, optimize performance, and improve customer outcomes.

Excellent communication and stakeholder management skills, with experience collaborating across Product, Engineering, and Customer Success.

A clear bias for action and a strong ability to go from plan to action. 

If you also have the following, we consider it a plus:

Experience leading large-scale support transformations (e.g., AI/ML integrations, digital support strategies or tiering models).

Familiarity with ITIL practices, CSAT/NPS methodologies, and support maturity frameworks.

Experience integrating support into broader customer lifecycle programs such as onboarding, renewals, and success planning.

Why Quinyx?

Quinyx is a global company with 300+ employees across 9 different countries. Together we represent over 30 nationalities and a wide range of backgrounds. We are on a truly exciting journey where we today serve over 800 customers across the world in a wide selection of industries. We were recently named the best AI-powered workforce management solution in 2025 and are proud over our modern platform that helps create a better work-life for over a million frontline heros. But we are only getting started

At Quinyx, you'll find:

A truly international team with colleagues from all over the world

A flexible and hybrid-friendly work culture

Opportunities to grow, take ownership, and make real impact

An open, inclusive, and fun environment where your ideas matter

What we offer

Flexible work hours and a hybrid setup with at least 2 days from the office.

Enhanced vacation allowance, gym membership contribution, health insurance and a pension plan.

On-market pay.

A role where you can truly have an impact and build the next generation on customer support

How to apply & Our process

Ready to join the team? Submit your application below, and we'll be in touch as soon as possible. We're excited to hear from you

This is what our hiring process looks like:

Fill out an application, we love to hear about the real you

Get invited to complete our psychometric and objective assessments through Alva Labs.

Screening call with our Talent team

Meet the Hiring Manager

Case Presentation (in the office)

Final interview (if needed)

References & background checks

Quinyx is an equal opportunity employer

We celebrate diversity and are committed to creating an inclusive environment for all employees—no matter your background, identity, or experience.

Join us on our journey to make work, just work