Head of Support - B2B SaaS Aviation

Company DescriptionInternational Flight Support (IFS) builds smart, stable and customer-focused software for the aviation industry. Our platform helps airline operators digitise flight operations — reducing workload, improving compliance, and enabling seamless coordination between pilots and back-office staff. We are a team of 16 with very diverse international backgrounds, headquartered in Copenhagen, with a growing global customer base. We care about product quality, practical innovation, and long-term partnerships. Our working language is English. Job DescriptionWe are looking for a Head of Support to join our team from the 1st of September 2025.

As the Head of Support you will lead and evolve our customer support function. This is a strategic and operational management role — combining direct involvement in customer support delivery with ownership of key areas including customer satisfaction, key account engagement, customer on-boarding, and internal knowledge sharing. You will oversee a team of 4 people (including yourself) and act as the internal advocate for our users. You will define support processes, improve tools and documentation, and manage our feedback loops into product, development, sales and QA.

You will also join the management team and contribute directly to company-wide planning, resourcing, and strategy. The position will include regular international travel for work.

What You’ll DoManage and operate the IFS support function, including daily ticket workflows and team coordinationEnsure SLAs are met and escalations are handled promptly and professionallyOversee and continuously improve customer on-boarding and training in collaboration with sales and development teamsLead support documentation efforts and maintain an internal knowledge baseMonitor internal use of documentation and identify opportunities for increased efficiencyRun CSAT surveys and QBRs, and drive action plans based on feedbackBuild and track relationship depth with key accounts and ensure regular engagementWork closely with Product, Development, QA, and Operations to prioritise customer issues and feature feedbackDefine and track support KPIs, from backlog health to satisfaction scoresRepresent the support function in the management team and contribute to company directionSupport ISO compliance efforts for support procedures and documentationQualifications5+ years of experience in a technical customer support role, with 2+ years in a leadership capacityExperience supporting B2B SaaS platforms — especially those involving both web/app interfaces and backend systemsA strong service mindset and an ability to balance customer needs with internal prioritiesStructured, analytical thinking and comfort with defining KPIs and reportingExperience working with cross-functional teams (product, development, QA, operations)Strong written communication and documentation skillsAbility to build relationships with demanding customers in complex environmentsExperience working in or with aviation, logistics, or other regulated industriesAdditional InformationWhy Join IFSBe part of a small, committed team where your work has real impactLead and grow an experienced support team of 4Join the management team and help shape the company’s directionWork closely with engineers, product leaders, and aviation professionalsContribute to building tools used by real people in critical operationsCompetitive compensation and flexibility in location and working hoursDeadline:

1 August 2025