Location: Amsterdam, Netherlands

About Firsty

At Firsty, we're redefining connectivity by delivering seamless digital experiences across our global network. We’re driven by innovation, automation, and top-tier service — and we’re looking for a Head of Support & Automation to lead the charge in ensuring our customers stay connected, supported, and ahead of the curve.

The Role

We are seeking a strategic, hands-on Head of Support & Automation to lead and evolve our global support operations. In this role, you will be responsible for automating customer interactions, integrating support tools with backend systems, and enabling proactive, event-driven support based on real-time signals from the Firsty network.

You will own the end-to-end support journey — from infrastructure and tooling to people and processes — ensuring exceptional service for all users, including VIPs. You'll also coordinate first-line support teams, manage incident response procedures, and play a pivotal role in identifying and resolving technical issues before they impact users.

Key Responsibilities

Automation & Tooling: Design and implement automation to handle common customer interactions; streamline support workflows and optimize response times.
System Integration: Lead and coordinate API integrations between customer support tools and backend platforms for real-time data exchange.
Proactive Support: Build systems that detect issues early using network signals and trigger timely alerts or interventions.
Troubleshooting & Investigation: Analyze logs and metrics to diagnose complex problems; work cross-functionally to implement long-term fixes.
Emergency Protocols: Set up and manage playbooks for handling outages, critical incidents, and urgent user escalations.
VIP Experience: Define and ensure white-glove support for high-value users with personalized service protocols.
Team Leadership: Coordinate offshore first-line support teams, ensuring high performance, training, and alignment with internal SLAs.
Continuous Improvement: Identify operational inefficiencies and drive ongoing enhancements to tools, processes, and metrics.

Requirements

Proven experience in a senior support, DevOps, or technical operations role — ideally in a SaaS or telco/tech environment.
Strong knowledge of support platforms (e.g., Zendesk, Intercom) and backend APIs.
Experience with scripting/automation tools (e.g., Python, Zapier, custom bots).
Skilled in log analysis, incident management, and systems troubleshooting.
Ability to lead teams across time zones and manage vendors or offshore partners.
Clear communicator with a bias for action and continuous improvement.
Comfortable operating in a fast-paced, high-stakes environment.

Why Join Firsty?

Work with cutting-edge tech in a fast-growing company.
Autonomy to shape systems and teams from the ground up.
A mission-driven culture that values impact over ego.
Global team, flexible work environment, competitive benefits.

Ready to lead the future of support?
Apply now and let’s build it together.

Support & Automation Manager