Who are we?

SupportYourApp is an international Intelligent Support-as-a-Service company that has been providing business process outsourcing services to other IT companies around the globe (technical and customer support, services to improve customer experience) for the past 15 years. We have 1500+ people in our international community.

We operate globally, supporting clients in 60 languages, partnering with industry leaders like MasterCard, Calm and MacPaw. With international hubs and coworking spaces around the world, we also develop innovative products like Quidget and improve the customer experience every single day.

About the role:

We’re looking for a Head of Innovation to lead and accelerate our AI transformation journey. This is a highly strategic and hands-on role where you’ll turn ideas into real, revenue-generating solutions.

You’ll combine a founder’s mindset with strong commercial ownership — driving execution, testing ideas through pilots, and building scalable AI-powered services. You will work cross-functionally with Sales, Product, and Delivery to ensure innovation directly impacts business growth.

Excited? Let’s see what it takes 💛

What you will do:

Strategy Execution & Acceleration:

• Take ownership of the existing AI transformation strategy and drive its execution at pace;
• Identify gaps, dependencies, and bottlenecks, resolving them proactively;
• Continuously refine strategy based on market feedback, client needs, and real-world learnings.

Product & Solution Development:

• Contribute to building AI-powered service offerings beyond headcount-based models;
• Prototype, test, and scale solutions from proof-of-concept to client deployment;
• Define reusable AI components (knowledge bases, copilots, QA automation, intelligent routing).

Commercial Impact & Revenue Ownership:

• Own revenue targets for innovation-driven offerings;
• Partner with Sales and Business Growth teams to position AI solutions in client conversations;
• Develop pricing and packaging strategies for hybrid AI + human service models.

Process Building & Operational Design:

• Build repeatable frameworks for evaluating, piloting, and scaling new solutions;
• Establish workflows, governance, and reporting for the innovation function;
• Define and track success metrics (e.g., speed to pilot, adoption, cost efficiency, revenue impact).

Internal Transformation:

• Drive implementation of AI agents into internal workflows;
• Partner with internal teams to identify automation opportunities that improve efficiency and margins.

What you need to succeed in this role:

• Upper-Intermediate (B2) or higher English level;
• Proven experience in a senior leadership role (Head or Lead level background);
• Strong commercial mindset with deep understanding of margins and revenue impact;
• Solid understanding of AI, LLMs, and automation workflows;
• Experience aligning cross-functional teams;
• Hands-on approach: testing ideas through pilots and structured validation;
• Data-driven decision-making with focus on measurable outcomes;
• High ownership mentality and accountability;
• Strong organizational and structured thinking skills.

Will be a plus:

• Experience in BPO, CX, or service-based companies;
• Experience launching AI-driven products or automation solutions in production;
• Familiarity with pricing models for SaaS or AI-enabled services.

Benefits and Perks:

• Providing services during business hours;
• Opportunity to cooperate fully remotely;
• Inclusive international environment;
• Compensation in USD;
• Rewards for referring friends;
• Balance between project workload and personal time, but also – internal health policy;
• Responsive leadership interested in your growth and long-lasting cooperation;
• Greenhouse conditions for self-development;
• A culture built on trust, with no time-tracking requirements.

*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn.

Are you a strategic thinker with a passion for data-driven marketing and team leadership? Do you thrive in fast-paced environments where you can shape strategy, optimize performance, and empower your specialists to deliver exceptional results?

Grab the chance to join us and send your CV in English, pointing out your outstanding skills!

Know someone perfect for the role? Refer them and get rewarded! 

We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.

Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.

Internal job code: 383