Head of Customer Support

About Hilo by Aktiia

High blood pressure is the world’s most common disease, causing 18M deaths each year. At Hilo by Aktiia, our vision is a world where no lives are lost or damaged from the effects of high blood pressure. Our mission is to make this a reality by developing tech to help people control their blood pressure.

We are a venture-backed scale-up company, having raised over $96M from investors in Europe and the United States. Our technology - rooted in 18 years of research at the Swiss Center for Electronics and Microtechnology (CSEM) - is the world’s only medically accurate, continuous blood pressure monitor that is cuffless in daily life in the consumer space. Validated through extensive clinical trials and CE Marked as a Class IIa medical device, our solution is now available in 12 countries. We are a hybrid/remote-first company, with Headquarters in Neuchâtel, Switzerland, united by our passion for impact and innovation.

Our company offers a hybrid/remote work model. However, this position requires frequent attendance at our office in Neuchâtel, Switzerland and our Customer Support Hub in Bratislava, Slovakia.

Role overview

You own and continuously raise the bar on the customer support experience across all of Hilo's markets. You lead two regional team leads, one for Europe and one for the US, and through them a team of customer support agents. You are accountable for the quality, consistency, and scalability of support operations globally: setting the strategy, building the systems and processes that enable your team to deliver excellent service, and acting as the bridge between customers and the rest of the business. Your key output is a high performing, well organised support organisation that customers genuinely love, and that scales with Hilo's growth.

Our company offers a remote work model. However, this position requires frequent attendance at our office in Neuchâtel, Switzerland and our Customer Support Hub in Bratislava, Slovakia.

Core responsibilities

Strategy & leadership

• Own the global customer support strategy and define a clear roadmap for how the team operates, scales, and improves across regions.
• Determine the best approach to scale support operations — including tooling, AI, automation, and external resources.
• Establish and maintain service level standards that ensure a consistently high-quality customer experience across all markets.
• Lead, mentor, and develop the regional managers, ensuring they have the clarity, support, and tools to manage their teams effectively.
• Own staffing for the department — from org design and headcount planning to hiring decisions.

Operations & process excellence

• Develop and oversee department-level processes that enable efficient, high-quality ticket handling, escalation management, and cross-team collaboration.
• Proactively identify gaps in workflows, tooling, or coverage — and drive improvements in partnership with team leads and relevant stakeholders.
• Own quality assurance across the support function, ensuring consistent standards and targeted improvement plans where needed.

Reporting & cross-functional collaboration

• Provide regular reporting to leadership on support performance, key metrics, and customer trends.
• Develop and implement methods to capture, analyse, and act on customer feedback — establishing cross-functional improvement plans based on what the data tells you.

Requirements

Background & experience

• At least 4 years in a Customer Support leadership role managing managers or team leads.
• Proven track record building and scaling support operations, ideally across multiple regions or time zones.
• Strong experience with state of the art support tooling (e.g. Zendesk, Intercom), and a clear view on how to use AI and automation to improve team efficiency.
• Data driven approach to managing quality and performance: comfortable defining KPIs, tracking them, and taking action when things drift.
• Excellent communicator, able to represent customer needs clearly to leadership and to give direct, constructive feedback to a team.
• Highly organised and structured, with the ability to manage complexity across teams and regions without losing sight of the detail.
• Strong people leader, known for developing talent, building trust, and creating environments where people do their best work.
• Genuine customer empathy. You care deeply about the experience customers have, and that comes through in how you lead the team.

What success looks like

• Customers across all regions receive consistently excellent support, reflected in strong CSAT and response time metrics.
• Both regional team leads are visibly developing and running high performing teams independently.
• Support operations are well documented, efficiently run, and continuously improving, not just reactive but proactively getting better.
• Customer feedback loops are in place and actively used to influence product and operational …