Head of Support

Job description / Role

Position Title: Head of Support
Employment Type: Full Time
Salary: up to 6,000 USD inclusive depending on experience and qualifications
Job Location: Remote (home-based)

About the Client:
A global HR tech and payroll solutions provider driving digital transformation and seamless workforce management worldwide.

Job Description:
-Lead and execute an AI-first support strategy focused on automation and ticket reduction.
-Own SLA performance, KPIs, and support analytics, driving continuous improvement.
-Manage and develop a global support team (L3 engineers, AI ops, support engineers).
-Partner with Product and Engineering to ensure root cause resolution and long-term issue elimination.

Qualifications:
-Open to EMEA-based candidates, aged 45 and below
-Bachelor's degree in Engineering, Computer Science, Information Technology, or related technical field; master's degree or MBA is a plus
-Minimum 7 years in SaaS product support or service delivery, with at least 3 years leading a support team
-Experience in global payroll, HCM, or fintech SaaS strongly preferred; with familiarity in LLM-based agent architectures and prompt engineering

Salary:
USD 3,000 to 6,000 per month inclusive of fixed allowances.

About the Company

RTC-1 Employment Services is a licensed recruitment firm based in Dubai, UAE. Our team has been in the market since 2004 and we are supporting various industries with their staffing needs across the Middle East and Africa.