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Global Head of Support



Customer Service
Wrocław, Poland
Posted on Monday, May 29, 2023

Looking for a role where what you do really counts...? You’re in the right place

At Duco, we genuinely care about our employees.

We believe in giving every employee a genuine voice in what we do and how it’s done. We communicate openly, whether the news is good or bad, and we empower people to succeed. Everyone at Duco should be able to feel proud of what they do. Just check out our Glassdoor reviews and see for yourself just how important our people are to us!

An exciting role with great scope:

Role: Global Head of Support

We’re looking for a talented and experienced Head of Customer Support, to build on the existing structure and future-scale it. Reporting directly to the Chief Technology Officer, and leading a team of 15 Support Engineers located in Singapore, Wroclaw and Denver, the Head of Customer Support will be an integral part of Duco’s Senior Leadership Team.

The main areas you will be responsible for:


  • Provides leadership and direction to the entire Customer Support department (level 1 and Level 2 support)
  • Develop and oversees the adoption of the support department’s vision, goals and objectives at all levels and how it fits Duco’s vision especially in collaboration with Engineering and Customer Success teams
  • Ensures that the Customer Support department needs are correctly prioritised and resources are aligned to deliver measurable and significant value to its customers and meet Duco’s Service Level Agreement
  • Plays a mentorship role to the Customer Support team by assisting in execution of their duties and ensuring constant upskilling and personal growth


  • Lead the strategy and vision formulation for the Customer Support department operating model. Oversees and determines the key strategic direction and objectives
  • Orchestrates the continuous improvement of the customer experience
  • Develop a data led culture, tooling and processes to provide visibility, improvement areas on Customer Support and Client servicing (Scorecard, KPIs, Profitability, as well as internal metrics to drive outcomes etc.)
  • Define and implement a sustainable model to serve our client base in the most efficient way base on client tiering, self-service and operationalising the right activities across Level1/2/3 as well as Customer Success Relationship


  • Manages both internal and external relationships on behalf of the Customer Support Department
  • Engages directly with the customers as and when needed
  • Develop collaboration across department mainly Customer, Product and Engineering
  • Engage broad Duco leadership and Exec team

And there is an outstanding reward package:

  • A base salary, reviewed annually (the starting salary range for this role will be 20 000 - 31 000 PLN monthly, in line with your current experience and local market standard)
  • A success-sharing bonus scheme, so we can recognise the efforts you put in
  • Unlimited annual holiday, because we trust people to manage their own time off
  • Flexible working options: you can choose to work from home, at the office, or both - whatever is best for you
  • We’re also pretty relaxed about working hours, as long as you’re delivering what’s needed
  • Annual allowance to help you make the best of your home working environment
  • Enhanced family leave provisions
  • Personal learning and development opportunities (we dedicate budget for this)
  • Spot rewards, so we can say thanks when you do a really great bit of work
  • Referral bonus if we hire someone great who you’ve recommended to us
  • Employee of the Month and Employee of the Year awards
  • Private medical care packages: individual, partner or family
  • Multisport card
  • Life insurance package

We'd love to hear from you if you have the following:

  • A strong visionary leadership approach with a passion for customer service and technology-led change
  • Strong understanding and experience of ITIL, DevOps and Agile practices in the context of support organisation
  • Experience in customer support management, ideally in a similar role in a B2B environment (SaaS or Cloud-based experience is very much preferred)
  • Strong communication, presentation and influencing skills, with the ability to collaborate effectively across a multinational matrix environment
  • Experience in enterprise level customer facing communication
  • Experience implementing and operating a mission-critical environment subjected to strict Service Level Agreements and controlled processes
  • Highly skilled, experienced and confident people manager, who balances empathy with an objective and pragmatic approach, and maintains open and frank relationships at all levels
  • Prior experience n complex problem solving software, being “on the field” with customers
  • Strong working knowledge of a Support System (we use Zendesk to manage communication)
  • Good understanding of the software development and technology stack used
  • Some practical programming knowledge in any language
  • Working knowledge of Atlassian tool stack (Jira, Confluence)

Important note!

At Duco, we believe in developing potential so we’re not looking for the perfect candidate with gold medals and superpowers. Even if you don’t have everything listed above, if you

think you could be great in this role, please do apply. We want to hear from you. Truly.