We’re currently looking for a Head of Support to join our team in central Stockholm. This is an excellent opportunity for someone who wants to work in a mid-sized company, serving a large and passionate user base worldwide. 🌍✈️

About Navigraph

Navigraph is a Swedish SaaS company that provides the international flight simulation community with flight planning tools, navigation data, and aeronautical charts used in professional aviation. Our 1.7 million registered users care deeply about realism, procedures, and getting the details right.

We're a team of 50+, including software developers, UX and graphic designers, data analysts, content producers, motion designers, and support specialists. Navigraph was founded by Stephen O'Connell (CTO) and Magnus Axholt (CEO), both of whom are still active in the company. We've grown considerably but kept the collaborative, creative culture we started with.

What makes us different

Navigraph is privately held, profitable, and built on the principle that people come first. That means prioritizing product quality and employee satisfaction. Our employee NPS is 80, placing us in the top percentile across industries. 

The problem space is unusual: professional aviation complexity, consumer-grade usability expectations, and platforms spanning mobile, web, desktop, and in-simulator environments, including VR. You won't find this combination elsewhere.

Check out our career site for more information on who we are ✨. 

What You’ll Do

As Head of Support at Navigraph, you’ll lead and grow our Support department of currently four team members, two who are based in Stockholm, Sweden, one in Ahmedabad, India, and one in Melbourne, Australia. You will play a vital role in developing our passionate and inclusive culture, be part of our extended Leadership Team and report into our CEO, Magnus.

You will also 

• Own the Support Strategy: Define and continuously improve how we deliver world-class support to a global user base across time zones and platforms.

• Drive Quality & Efficiency: Establish clear processes, KPIs, and service standards to ensure fast, accurate, and positive support experiences.

• Embed Support Early in Product Development: Represent Support in project definitions for new products and updates, advocating for the tools, documentation, and workflows required to deliver outstanding user support.

• Turn Insights into Impact: Capture user feedback and trends from support interactions and collaborate with Product Owners and Product Managers to improve our products and documentation.

• Lead and Mentor: Inspire, guide, and develop a team of talented support specialists, both account support and technical support. 

• Foster a Positive and Inclusive Team Environment: where individuals feel valued, empowered, and motivated to perform at their best.

• Promote Cross-functional Collaboration: ensuring seamless communication and alignment with other departments. 

• Resource & Team Planning: Ensure workload distribution across teams, support internal mobility, and help resolve staffing challenges.

• Conflict Resolution & Coaching: Address team dynamics, resolve conflicts, and ensure the team feel supported.

• Enable a Creative Learning Culture: Encourage innovation and experimentation, cross-collaboration, and knowledge sharing with continuous feedback and reflection, ensuring everyone contributes to their best level. 

Who You Are

• A strong leader with experience from a managerial role in customer support and a passion for team development best practices. 

• Proven experience in people management.

• Strong communication skills with the ability to connect with both technical and non-technical team members.

• Comfortable balancing strategic leadership with problem-solving.

• Experience in scaling teams – You’ve worked in agile or hybrid-agile environments and have built high-performing teams. 

• We have a diverse team. Excellent English langage skills and an understanding of cultural differences will be crucial. 

Bonus If You Have

• Experience working in a SaaS or subscription-based business, preferably start-up/scale-up. 

• Experience supporting technical products (e.g., software, APIs, developer tools, gaming, or simulation platforms).

• Experience with gaming communities such as Discord and Twitch.

• An active flight simulation interest.

What We Offer

• Flexible Work Options: On-site and hybrid 

• A great benefits package: please check out our career site.

• Growth Opportunities: We’ll support your professional development and give you the resources to excel.

• Memorable experiences: The Navigraph team is a tight-knit group with diverse backgrounds and experiences. We enjoy spending time together and our annual work trips are always combined with team-building activities that leave lasting impressions!

How to Join the Team?

We’re reviewing applications quickly - so don’t leave us hanging too long! 🚀✈️ Apply now!