Nofence

Nofence is a Norwegian scale up who has built the world’s first virtual fencing solution for livestock. As we aim to revolutionize livestock management we will need top-notch competence in our Support team, and we are now looking for a Head of Support Analytics and Processes. This position can be performed remotely from any location within Europe or from our Oslo office. Occasional travel will be required. Elevate your career with us and be at the forefront of innovation in agricultural technology! <h3>About the Role</h3>Our Customer Support team is the first line of help when customers need it most. We solve problems quickly, clearly, and with care - maximizing the value customers get from Nofence. With precision, empathy, and close collaboration across the company, we turn moments of friction into moments of trust.We’re looking for a Head of Support Analytics and Processes who combines strategic vision with operational excellence. This role will directly manage the 2nd-line technical support team while partnering closely with Country Managers, who lead the 1st-line regional support agents. You will be responsible for defining and executing the global support strategy, optimizing systems and processes, and ensuring a consistent, scalable, and customer-centric support experience across all markets. Importantly, this role does not lead 1st-line support, but instead ensures alignment, enables regional teams, and empowers Country Managers to deliver outstanding customer experiences. <h3>What You’ll Do</h3><h4>Strategy &amp; Vision</h4><ul><li>Develop and execute a global support strategy aligned with Nofence’s business objectives and customer success goals.</li><li>Create long-term roadmaps for support transformation, including technology investments, process improvements, and organization design.</li><li>Define support experience metrics and KPIs that align with business outcomes and customer value.</li><li>Influence product development by sharing customer insights, trends, and recurring issues with Product and Engineering teams.</li></ul><h4>Support Experience &amp; Innovation</h4><ul><li>Build proactive, scalable initiatives to improve processes, tooling, and prevention strategies that reduce friction and enhance efficiency.</li><li>Lead the refinement of our AI and automation strategy to deliver fast, accurate help.</li><li>Develop self-service capabilities, knowledge management systems, and customer education programs to reduce inbound demand.</li></ul><h4>Operational Excellence</h4><ul><li>Lead and coach the 2nd-line technical support team.</li><li>Partner with Country Managers to align and coordinate first-line support practices globally, ensuring consistency while respecting local needs.</li><li>Design and maintain workflows including routing logic, macros, conversation flows, and escalation paths.</li><li>Create internal enablement and training programs to raise team quality and consistency.</li></ul><h4>Systems &amp; Tools</h4><ul><li>Own and continuously optimize the global support tech stack (Hubspot, Confluence, Slack, etc.).</li><li>Ensure smooth integration of systems across regions to remove friction for customers and agents.</li><li>Leverage APIs, business intelligence tools, and automation platforms (e.g. SQL, Tableau/Omni, Sheets/Excel, Zapier/Make/n8n) to improve performance.</li></ul><h4>Data &amp; Analytics</h4><ul><li>Measure performance, customer satisfaction, retention, and business impact of support.</li><li>Conduct deep-dive analyses on customer behavior patterns, product quality, and operational trends.</li><li>Establish a culture of data-driven decision making within the support organization.</li></ul><h4>Cross-Functional Collaboration</h4><ul><li>Partner with Product, Engineering, Sales, and Customer Success to align goals and initiatives.</li><li>Drive cross-functional initiatives that improve the overall customer journey.</li></ul> <h2>What You’ll Bring</h2><ul><li>5–10&#43; years of experience in Support Operations, Customer Experience, or related leadership roles in SaaS, IoT, or hybrid hardware/software companies.</li><li>Proven track record of scaling global support functions during hyper-growth while maintaining quality.</li><li>Experience working with decentralized/global teams and dotted-line leadership. Strong technical aptitude with support systems, APIs, AI, and automation tools.</li><li>Skilled in workflow design, conversation design, and support process optimization.</li><li>Analytical and data-driven, with experience using dashboards, BI tools, and predictive analytics.</li><li>Strong communicator and influencer, effective at cross-functional collaboration and stakeholder management.</li><li>Highly organized, a systems thinker who thrives in fast-paced, ambiguous environments.</li><li>Experienced in project management, prioritization, and balancing big-picture strategy with tactical execution.</li><li>Passionate about improving customer experience by leveraging technology with human expertise.</li></ul> <h4>About Nofence</h4>Managing livestock has always been a challenge. Humanity has tried everything from herding with dogs to walling the animals in with barbed wire, electric, and wooden fences, but these are costly and time-consuming solutions and often in conflict with the local wildlife. It has also left vast areas of potential pasture overgrown and underutilized. Until now. Enter virtual fences. What started as a small group of farmers and engineers with a big idea has become Nofence - the world’s first virtual fencing solution for livestock. Curious about how it works? Find out more here.About the teamAt Nofence, we are not your typical 9-to-5 gig. We are a dynamic scale-up, where dedication and innovation are the norm, offering great opportunities for your personal and professional growth. We are passionate about product development, animal welfare, farmer welfare and sustainable agriculture. We genuinely believe our grazing technology is the biggest technological change in agriculture since the tractor! Be part of a team that’s always looking forward, where your ideas and creativity are not only welcomed but also essential to our mutual success! <h4>About the Application</h4>Are you ready to change pasture? We will evaluate candidates continuously. If you have any questions about Nofence or regarding the application, please reach out to Axel.