Head of Support - Defendec/Reconeyez

Company Description

VOSKER, leading provider of surveillance solutions for remote-area monitoring, is recruiting talent to support its Reconeyez solutions.

Every day, we design intelligent, autonomous, solar-powered and cellular-connected surveillance systems for the world’s most demanding environments, providing consumers and businesses with peace of mind and greater knowledge of their world.

In a few words, at Reconeyez by VOSKER: you’ll help protect critical assets, work with cutting-edge technology, and grow with a team that thinks big and delivers.

Benefits

• Fast growing business
• Fantastic office in Tallinn
• Down-to-earth, innovative company culture
• Stebby wellness benefit
• Additional vacation and health days

Job Description

We are seeking an experienced and visionary Head of Support to lead our support operations for Defendec/Reconeyez in Tallinn, Estonia. In this pivotal leadership role, you will oversee the support function, driving excellence in customer service delivery while building and mentoring a high-performing team. You will be responsible for developing strategic initiatives that enhance customer satisfaction, optimize support processes, and ensure operational efficiency across all support channels.

• Define the client base — segment by type, technical sophistication, and use case to establish who you are supporting and what they need.
• Map the competence gap — assess where clients currently are against the minimum competence required to install, operate and manage the systems without hand-holding.
• Design and build the training programme — deliver training that closes competence gaps efficiently; know the cost and time investment required per client segment.
• Own the sales-to-support handover — work closely with Field Application Engineers to ensure client context, commitments and technical requirements are transferred cleanly at the point of sale, so support starts from a position of knowledge rather than catch-up.
• Define and implement first and second line support — establish what clients and installers should resolve themselves, what the first line handles, and what escalates to second line. Build the processes, tools and documentation that make this work.
• Audit and improve support systems — evaluate existing tools, documentation, ticketing and escalation processes; fix what is broken, build what is missing, and iterate continuously based on evidence.
• Get early wins — identify the highest-impact problems quickly, fix them visibly, and build credibility before tackling systemic change.
• Resolve operational issues — own the support queue, drive resolution, and treat recurring problems as signals for systemic fixes rather than one-off tickets.
• Escalate personally when required — step in directly on high-stakes or complex client issues where standard process is insufficient.
• Develop a customer support culture — establish clear standards for responsiveness, communication quality and ownership. Ensure clients feel supported, confident and valued at every interaction.

Qualifications

• 5+ years of experience in support operations management or similar leadership roles
• Proven track record of building, scaling, and managing high-performing support teams
• Strong expertise with support ticketing systems and customer relationship management (CRM) platforms
• Demonstrated ability to develop and implement process improvements that enhance efficiency and customer satisfaction
• Excellent communication and interpersonal skills with the ability to motivate and inspire teams
• Strong analytical skills with proficiency in data analysis and reporting tools
• Experience managing SLAs, KPIs, and support metrics
• Proficiency in handling complex escalations and difficult customer situations with empathy and professionalism
• Strategic thinking ability with a customer-focused mindset
• Experience with onboarding and training support staff
• Knowledge of support best practices and industry standards
• Ability to work collaboratively across departments and organizational levels
• Problem-solving orientation with a decisive approach to decision-making

Additional Information

What Good Looks Like

• Clients reach operational independence quickly and stay there.
• Handover from sales is consistent, documented and leaves no client context on the floor.
• First and second line are clearly defined and function without constant management involvement.
• Support load decreases over time as training and documentation improve.
• Problems are fixed at root cause — the same issue does not recur at scale.
• Visible improvements land within the first 90 days.