--- title: 'Head of Customer Support at Lucanet Group' canonical: 'https://feeny.ai/job/head-of-customer-support-lucanet-group-netherlands-p01q9hrh9qnz' type: 'job' last_seen: '2026-10-15' --- # Head of Customer Support at Lucanet Group - **Company:** Lucanet Group - **Location:** Netherlands - **Posted:** 2026-10-02 - **Last confirmed live:** 2026-10-15 - **Apply:** https://www.lucanet.com/en/careers/jobs/?gh_jid=4996246101 ## Job description ## The role and the team As a Head of Customer Support (all genders), you'll turn our Support function into an AI-first, automation-driven team that gives customers fast, accurate and caring help at scale. You'll own the vision, the roadmap and the results, from tNPS to SLA adherence. You'll work closely with Product, Engineering, Customer Success and other teams of the Customer Excellence division, as well as with our partner ecosystem. You'll build an international Support team that covers multiple time zones and languages for our growing global customer base. We look for people who keep growing, take real ownership, and lift the people around them. ## What you'll do - Lead the shift to an AI-first Support function, balancing automation with personal service and making change stick. - Roll out chatbots, automation and self-service to cut resolution times and raise deflection rates, backed by a knowledge management framework. - Build, coach and develop a high-performing Support team across multiple time zones and languages. - Own Support metrics (tNPS, first contact resolution, deflection rate, response and resolution times), SLA adherence and customer-facing incident management. - Set up on-call rotations and holiday coverage for incident response and customer communication. - Partner with Product, Engineering, Partner Success and customer-facing teams on complex issues, roadmap input and partner handovers. - Manage the Support budget, staffing and quality governance, and represent the voice of the customer across Lucanet. - Report into the Customer Excellence leadership team. ## What you bring You have: - Led a customer-facing operations team of 20+ people, including managers, through a scaling phase in B2B software, coaching and developing people along the way. - Rolled out AI, chatbot or automation tools in a customer-facing function, with measurable results such as higher deflection or faster resolution. - Led organizational change that balanced automation with a personal customer experience. - Built or run customer-facing operations across multiple time zones and languages. - Owned SLAs and Support metrics, and worked with Product, Engineering and Customer Success to turn customer insights into action. It's a plus if you also have: - Experience with ITIL or structured incident management. - Experience with workforce management and capacity planning in Support. - Experience working with partner or reseller ecosystems in Support. ## Perks at work - Flexible and hybrid working: our Lucaflex model lets you plan your working hours and location according to your needs and professional responsibilities. - Remote work from another country: work up to 90 days a year outside your home country, supported by our partner Workflex. - Professional development budget: get dedicated time, resources and budget to build the skills for your career path. - Structured feedback process: Lucanet Engage supports your personal and professional development through regular dialogue. - Paid volunteer days: take the time to volunteer, alone or with your team, for causes you care about. - Health and wellbeing support: access company wellbeing programs, sport subsidies and mental health support through external partners. - Paid vacation days: take 28 days a year to rest, travel and recharge. - Health and sports support benefit: get support for your health and sports activities. - Pension support: build your retirement savings with employer pension contributions. - Transportation allowance: receive a transportation allowance in line with local regulations. ## #LI-AA1 ## About Lucanet Lucanet is the CFO solution platform for modern finance and tax teams, automating processes from consolidation and financial planning to tax compliance, ESG reporting, and cash management. More than 6,000 companies worldwide rely on our easy-to-use, out-of-the-box SaaS platform. We're PE-backed and growing across global markets. Behind the platform is a global team of 900+ people who care about doing the work well. We challenge each other to move fast without cutting corners and build solutions that change how finance and tax leaders operate. If you want your work to have real reach, and your growth is important to you, Lucanet is the right place for you. [Discover more about Lucanet as an employer.](https://www.lucanet.com/en/careers/) Powered by uniqueness Everybody is different here and we like it that way. We welcome people of every gender identity, sexual orientation, ethnicity, national origin, religion, age, and disability, exactly as they are. What you bring is what matters. If you need an adjustment to take part in our hiring process, let us know. See yourself in this role? We want to hear from you. Please keep your CV focused on your experience and skills, rather than including your photo, age or marital status. [Learn more about our DE&I journey.](https://www.lucanet.com/en/blog/meet-lucanet/2023-lucanet-dei-report-28-05-2024/) Data protection Your personal data will be processed in accordance with GDPR requirements. Find out how we keep your data safe: [Lucanet data protection policy](https://www.lucanet.com/en/data-protection/). ## About Lucanet Group ## Company Overview - **One-liner**: Lucanet provides a cloud-first, AI-elevated CFO Solution Platform that unifies financial consolidation, planning, reporting, and compliance for finance and tax teams. - **Entity Type**: Private (no recent funding rounds publicly disclosed; ownership listed as private on LinkedIn) - **Headquarters**: Berlin, Germany - **Founded**: 1999 - **Founders**: Not publicly available ## Core Business - **Primary industry**: Enterprise Financial Software / Corporate Performance Management (CPM) - **Target customers**: B2B – CFOs, heads of group accounting, financial controllers, FP&A managers, tax managers, and ESG/sustainability officers at mid-market and large enterprises with multiple subsidiaries or legal entities. - **Mission or purpose statement**: To empower finance teams worldwide with an easy-to-use, out-of-the-box platform that turns data into a single source of truth, enabling faster, more accurate decision-making. ## Products & Services - **Lucanet CFO Solution Platform (SaaS)**: End-to-end platform covering consolidation, financial planning & analysis (FP&A), extended planning & analysis (xP&A), group reporting, disclosure management, XBRL, ESG reporting, tax compliance, lease accounting, and banking & cash management. - **Lucanet Lume (Conversational AI Layer)**: Natural-language interface that orchestrates workflow agents to automate routine tasks, detect errors, validate data, and surface insights. - **Workflow Agents (Family of AI Agents)**: Purpose-built agents for close, planning, and reporting tasks, powered by the platform’s Intelligence Core (context, memory, goal-oriented planning). - **300+ ETL Adapters**: Pre-built connectors to unify data from diverse ERPs, subsidiaries, and systems. ## Market Standing - **Valuation**: Not disclosed - **Key Metric**: Annual revenue of approximately EUR 61.6 million (latest available); total funding not publicly disclosed. - **Notable Investors/Partners**: Not publicly listed. Partners include system integrators and consulting firms (e.g., Accenture mentioned on LinkedIn). - **Growth Signals**: - Over 6,500 customers worldwide - 900+ employees (up from 672 reported earlier, indicating ~34% headcount growth) - Offices across Europe, North America, and Asia (21 countries) - 85% of users rated support as “excellent” (BARC Planning Survey 24) - 91% reduction in time to create financial statements reported by customers ## Competitive Advantages - **25 years of finance & tax domain expertise** built into the platform - **Purpose-built data architecture** with 300+ ETL adapters creating a single source of truth - **AI with human-in-the-loop oversight** and full audit trails, ensuring trust and compliance - **Out-of-the-box solutions** – no complex customization, fast time to value (implementation typically 3 months) - **Certified compliance** across international and German regulatory standards (ISO, SOC, etc.) - **Cloud-native on AWS** with multi-region redundancy, 99.9% uptime, and tenant isolation ## Strategic Focus - Deepening AI capabilities (Lucanet Lume and workflow agents) to automate more finance processes - Expanding global footprint, especially in North America and Asia-Pacific - Strengthening ESG reporting and tax compliance offerings to meet evolving regulatory demands - Scaling partner ecosystem to accelerate customer acquisition and implementation ## Why Work Here - **Culture & Diversity**: 60+ nationalities, 39% self-identified female employees, strong emphasis on inclusion and belonging. - **Flexible Work**: “Flexible working model & time off” – choose your own schedule and location; generous vacation days. - **Learning & Development**: Dedicated time, resources, and budget for personal development; regular feedback via Lucanet.Engage. - **Benefits**: Competitive compensation, company pension plan, paid volunteer time, holistic health programs. - **Global Team**: Offices across three continents; collaborative, innovation-driven environment. - **Engineering Culture**: Cloud-first, AI-first product with modern stack (AWS, microservices); opportunities to work on cutting-edge financial AI. ## Sources 1. [lucanet.com – Careers](https://www.lucanet.com/en/careers/) 2. [lucanet.com – Homepage](https://www.lucanet.com/en/) 3. [lucanet.com – About Us](https://www.lucanet.com/en/about-us/) 4. [linkedin.com – Lucanet Company Page](https://www.linkedin.com/company/lucanet-ag) 5. 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