Head of Customer Support

Wiliot was founded by the team that invented one of the technologies at the heart of 5G. Their next vision was to develop an IoT sticker, a computing element that can power itself by harvesting radio frequency energy, bringing connectivity and intelligence to everyday products and packaging—things previously disconnected from the IoT. This revolutionary mixture of cloud and semiconductor technology is being used by some of the world’s largest consumer, retail, food, and pharmaceutical companies to change the way we make, distribute, sell, use, and recycle products.

Our investors include SoftBank, Amazon, Alibaba, Verizon, NTT DoCoMo, Qualcomm, and PepsiCo. We are growing fast and need people that want to be part of the journey, commercializing Sensing as a Service and enabling “Intelligence for Everyday Things.”

We are looking for a Head of Support to build and run our support organization. This is a unique opportunity for someone eager to take ownership of a growing function, shaping its foundation, processes, and team. In this role, you will be responsible for hiring and managing a team, establishing a technical support infrastructure, and ensuring world-class support for our customers.

The ideal candidate is an ambitious, technically inclined professional with solid experience in support. They have either been part of a large support organization or contributed to scaling one in a startup environment. More than leadership experience, we are looking for someone with the drive to build something new, take on more responsibility, and grow alongside the company.

• Build and manage a high-performing support team, hiring top talent and fostering a strong team culture.
• Develop and implement a robust support tech stack to ensure seamless issue tracking, resolution, and customer communication.
• Create and refine support processes, ensuring efficiency and scalability as the company grows.
• Establish monitoring services to provide visibility into client site infrastructure, proactively identifying and resolving issues.
• Work closely with internal teams, including product, engineering, and customer success, to drive continuous improvement in the support experience.
• Provide direct support as needed, setting the standard for responsiveness and quality.

• 7+ years' of experience in a technical support role, preferably within a fast-growing startup or enterprise support organization.
• A strong desire to take ownership, build something from the ground up, and scale it effectively.
• Experience hiring, managing, and developing a client-facing support team.
• Technical aptitude and the ability to understand and troubleshoot complex issues.
• Strong interpersonal skills with the ability to handle direct feedback and thrive in a high-performance environment.
• A problem-solving mindset, with the ability to take initiative and drive solutions independently.
• Willingness to be hands-on in the early stages, directly engaging with customers and internal stakeholders.

Nice to Have:

• Experience in high-growth environments where support teams were scaled rapidly.
• Multilingual capabilities and experience working with international customers.
• A track record of taking on challenging projects, demonstrating resilience and adaptability.

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