Job Description
Head of Service Excellence
Location: Cyprus / Greece | Hybrid
About the Company
We are working with an innovative, fast-growing technology company developing advanced AI-powered voice and omnichannel agents for enterprise businesses.
Its platform enables organisations across healthcare, telecommunications, financial services and other sectors to automate customer interactions, improve service delivery and achieve measurable business results.
As the company continues to grow, it is looking for an experienced Head of Service Excellence to take ownership of service performance, customer experience and operational quality.
The Role
You will be responsible for ensuring that AI agents consistently deliver high-quality results for enterprise customers. Working closely with clients, AI engineers and internal teams, you will monitor performance, identify opportunities for improvement and build the processes needed to scale service excellence.
Key Responsibilities
- Oversee the performance and quality of AI agents operating in production environments.
- Monitor operational KPIs, conversation quality, task completion and customer satisfaction.
- Manage relationships with enterprise clients, service reviews and escalations.
- Work closely with AI Engineering teams to optimise agent performance, workflows and customer outcomes.
- Establish service standards, quality assurance processes, SLAs and performance dashboards.
- Identify operational improvements and ensure AI solutions deliver measurable business value.
- Develop and lead the Service Excellence function as the business grows.
What We Are Looking For
- 5+ years of experience in Service Delivery, Customer Success, Service Operations or Contact Centre Management.
- Experience within a technology, SaaS, telecommunications, BPO or enterprise solutions environment.
- Proven ability to manage service performance, operational KPIs, quality standards and customer relationships.
- Strong analytical and problem-solving skills, with the ability to turn performance data into practical improvements.
- Experience working with technical, product or engineering teams.
- Previous exposure to conversational AI, voice technologies, automation or AI-powered customer solutions will be a strong advantage.
- Excellent communication and leadership skills. English is essential; Greek is an advantage.
The Opportunity
A chance to take ownership of a critical function within a growing international AI business, influence how enterprise AI services are delivered and help shape the next stage of the company's growth.
Interested? Get in touch to find out more.
