Support Operantions Lead

Who are we

We are a vibrant tech company that augments and empowers technical teams for both international and Greek clients. What sets us apart is our unique blend of coaching, continuous learning, and innovation, forming an ecosystem where professionals don't just contribute, they grow.

By joining Agile Actors, you don't just work on cutting-edge solutions: You become part of diverse, dynamic teams where every step is a new career milestone. Our tech professionals augment teams that are global leaders in their domains, such as Austrian Post, Red Hat, Swissquote, etc.

We are firm believers that work should be more than just a job: It should be a place where people thrive. That's why we're proud to be officially certified as a Best Place to Work 2025, a recognition that reflects our commitment to creating an environment where talent, passion, and growth flourish.

Our values

Having a purpose

Being adventurous

Being Agile

Respect and Empower

Authenticity and Trust

Evolving through our clients

Whom are we looking for

We're looking for tech professionals with purpose, curiosity, and passion, people who see challenges as opportunities and want their work to have real impact. If solving problems excites you and collaborating with others inspires you, you'll feel right at home with us.

At Agile Actors, being part of our team means being adventurous and agile, ready to embrace new ideas and adapt to dynamic environments. You'll join one of our local teams in Athens, working with talented clients to deliver solutions that shape the future of technology. As you grow through projects with global leaders, you'll be constantly evolving, while being supported in an environment built on trust, respect, and empowerment.

Role Overview

The Support Operations Lead is responsible for building, scaling, and managing our technical support function. This role ensures that our support team delivers high-quality, timely assistance to enterprise clients while maintaining strong alignment with Product, Engineering, and Customer Success. The Lead will also own the operational infrastructure, processes, and reporting that enable scalable, efficient support delivery.

Responsibilities

Leadership and development of the team.

• Lead and mentor the 2nd level technical support team, including onboarding, training, and performance management.
• Define and evolve the support team structure as the company scales.
• Foster a culture of technical excellence, client empathy, and continuous improvement.

Support Operations & Process Ownership

• Own and optimize support workflows, escalation paths, and SLAs across all support tiers.
• Ensure consistent, high-quality ticket handling and communication.
• Maintain and evolve internal documentation, tooling, and knowledge bases.

Cross-Functional Collaboration

• Act as the primary liaison between Support, Engineering, Product, and Customer Success.
• Coordinate with Engineering for 3rd level escalations and on-call rotations.
• Participate in release planning and ensure support readiness for new features and critical client milestones.

Support Package Delivery

• Operationalise and manage delivery of support packages.
• Collaborate with Sales and Customer Success to define, refine, and evolve support offerings based on client needs and market trends.
• Ensure staffing, scheduling, and tooling align with package commitments.
• Track and report on SLA compliance and client satisfaction.

Data & Reporting

• Define and track KPIs (e.g., response/resolution times, ticket volume, escalation rates).
• Provide regular reporting to leadership and insights for continuous improvement.
• Identify trends and recurring issues to inform product and process improvements.

• 5+ years of experience in technical support, support operations, or engineering management.
• Strong understanding of SaaS products, APIs, and integration workflows.
• Experience managing support teams and implementing scalable support processes.
• Excellent communication and stakeholder management skills.
• Strong organisational and leadership skills.
• Familiarity with tools like Jira Service Management, Postman, and monitoring/logging platforms.

Nice to Have

• Experience in a B2B SaaS or enterprise software environment.
• Background in engineering, QA, or DevOps.
• Experience with support package design and delivery.

Compensation benefits

• Tailored Remuneration Package that recognizes your expertise with a competitive salary

• Private Health Care Insurance to ensure your physical well-being.

• Ticket Restaurant Card

• Psychological Support through a professional helpline for you and your family, with 5 free sessions included to promote mental well-being.

Developmental Benefits

• Internal Coaching Program empowers your growth, with experienced coaches supporting both technical and soft skills development.

• Personal Development Plan tailored with your coach to align with your career aspirations.

• 360° Continuous Feedback Model to keep your skills and performance aligned with your goals.

• Unlimited Training & Learning resources to cover all aspects of your professional growth, including access to various online platforms such as Udemy, Coursera, and Pluralsight from day one.

• Career Development Pathways that offer mentoring, leadership programs, and opportunities to enhance both technical and leadership skills.

• Chapters (Internal Communities) for sharing knowledge, mentoring, and shaping technology's future.

• Diverse Customer Ecosystem offers dynamic opportunities for career growth and development.

• Onboarding Buddy to support and guide you from day one.

Working model

• Flexible Working conditions tailored to your assigned account.

• Work-Life Balance with a culture that promotes flexibility and sustainability.

By clicking "Apply" for this Job, you agree that you have read and accepted our terms relating to job applicants and that you provide your consent for the processing of your personal data for the purposes described therein.