Head of Human Support & Enablement

Responsibilities

• Grow and lead a high-performing global support team across multiple regions and time zones, fostering a culture of data-driven performance management, continuous improvement, and customer obsession
• Develop and grow the operational leadership layer within the team, building clear accountability structures, development pathways, and a strong management bench
• Own our internal support and also grow our global external BPO partnerships, managing vendor relationships, performance frameworks, SLAs, KPIs, and escalation protocols across multiple geographies
• Identify, develop, and structure our highest-skilled agents into a dedicated customer engagement capability focused on the most complex, high-value interactions: trust & safety cases, product fit-back, high-value customer scenarios, and save situations
• Align Operations, QA, Training, and Workforce Management into one coherent function with shared goals, unified ways of working, and measurable outcomes
• Own the AI strategy across the human support function, embedded across all teams (QA, WFM, Training), and agentic workflows that augment agent productivity
• Drive adoption of AI tools across all supporting functions, ensuring every role is actively leveraging automation and intelligence in their day-to-day
• Collaborate closely with the AI Support Delivery function to ensure the human and AI chatbot support layers operate as one seamless experience for customers
• Monitor and report on SLAs, CSAT, resolution times, and other key performance metrics; build dashboards and reporting frameworks that give real-time visibility into team performance
• Surface insights from human support interactions that can improve product, UX, and operational processes, and work cross-functionally with Product, Engineering, Marketing, and Supply to act on them
• What you need to succeed:
• 10+ years of experience in customer support or operations management, with at least 3 years in a senior leadership role, preferably in a fast-paced marketplace, e-commerce, or tech environment
• Track record of building and leading large, distributed, global support teams across multiple regions and time zones
• Proven experience managing BPO vendors or contact center partners at global scale, selecting, onboarding, and performance-managing external partners across multiple geographies
• Experience leading or closely integrating QA, Training, and Workforce Management functions to the core human support operations
• Demonstrated experience applying AI across human support operations
• Strong analytical skills with a data-driven approach to performance management; experience with tools like Intercom, Looker, or equivalent platforms
• Exceptional people management skills with a track record of developing talent and building high-performing global teams
• Excellent cross-functional communication and influencing skills
• Customer-first mindset: you balance empathy and operational efficiency without sacrificing either
• Comfortable with ambiguity and energised by the opportunity to scale and shape a function - you are a builder as much as an operator
• Nice t

Benefits

Additional Information

We power people's progress. At Preply, we're all about creating life-changing learning experiences. We help people discover the magic of the perfect tutor, craft a personalised learning journey, and stay motivated to keep growing. Our approach is human-led, tech-enabled - and it's creating real impact. We've just reached unicorn status with a $150M Series D, accelerating our vision to transform education through human-led, AI-enhanced learning. Today, 100,000+ tutors teach 90+ languages to learners in 180 countries - and we're only getting started. As a category-defining company, we're shaping what the future of learning looks like at global scale. Every Preply lesson sparks change, fuels ambition, and drives progress that matters. Joining Preply means helping define the future of education at global scale, and building something that truly matters for millions of people, every day. Meet the team! The Human Support & Enablement team is at the heart of Preply's Customer Care organisation, responsible for delivering exceptional support at global scale. As Preply grows rapidly, this function is evolving to match that ambition, scaling how we deliver support through the right mix of internal teams, external partners, and AI-powered tooling across every layer of the operation. As Head of Human Support & Enablement, you will own the human side of support end-to-end, reporting directly to the Director of Customer Care. You will lead and scale our global vendor partnerships, grow and develop our operational leadership, build a high-value customer engagement layer from our most experienced agents, and drive AI integration coherently across Operations, QA, Training, and Workforce Management. This is a high-ownership role at a pivotal moment in Preply's growth - with real scope to shape how world-class customer support operates in an AI-first company.

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