Head of Autonomous Aftersales

About Stark Stark builds the world's most powerful electric motorcycles. The VARG have won world championships and outperform anything with a combustion engine. We're based in Sant Boi, Barcelona, and growing 77% year on year. Our mission is to lead the motorcycle industry towards sustainability with products that beat traditional technology on performance, emotion and design. The role At Stark, aftersales is a product, not a department. You'll design how it works, and make it smarter every month. You'll lead Service, Parts and Technical, 20+ people across Barcelona, North America and Australia. Your real job is to turn that organisation into an AI-native system: agents that resolve most rider requests on their own, bikes that tell us they need help before the rider does, and a team that spends its time on the hard 10%. If you think the best customer service is the one the customer never has to ask for, this is your role. What you'll do Automate the support journey - Scale SAM, our AI support agent, until it resolves the large majority of rider and dealer tickets end to end. - Redesign case handling in Zendesk around agents first and humans for escalation, not the other way round. - Write the prompts, skills, knowledge base and evals yourself when needed. You use Claude daily, not just sign off on it. Make support predictive - Use VARG fleet telemetry to spot failures before riders feel them and act on them proactively. - Close quality loops with Engineering using data, so issues are fixed at the root cause. Run warranty, parts and service as a system - Own the global warranty programme, from policy to claims, with automated checks instead of manual reviews. - Make parts ordering, service repair orders and dealer support self-service wherever possible. - Get the organisation ready ahead of every new model launch. Lead a team through the shift - Lead the Service, Parts and Technical leads and coach them to work AI-first. - Keep today's service excellent while the automation is being built. Both matter. - Set one global standard so a rider in Europe, North America or Australia gets the same experience. Own the numbers - Own the budget, KPIs and operating cadence, and report on them at leadership level. - Prove that automation lowers cost per ticket and raises satisfaction at the same time. What success looks like These are targets no one in our industry has reached. That's the point. - 99% of support tickets handled autonomously by AI in 2027. - 9–10 NPS from riders. - Faster first response and resolution, with warranty cost per bike going down, not up. - A predictive maintenance flow live on the fleet, so support starts before the rider writes in. - A leaner team doing higher-value work, not a bigger team doing the same work. Who you are You'll Fit If You - Have built something real with LLMs or AI agents: a support bot, an automation, a product, a side project you can show us. - Use Claude, or tools like it, every day and know where it shines and where it breaks. - Think customer first. You measure success by how little effort the customer had to make. - Come from tech, a scale-up, a SaaS or e-commerce company, consulting, or product. Aftersales experience is a plus, not a requirement. - Have led people, or are ready to, and can earn the trust of experienced technicians and service leads. - Are comfortable with data: SQL, dashboards. - Are driven by ambitious targets and move fast without breaking trust. - Are fluent in English. Bonus Points - A master's or degree in AI, data science, computer science or engineering. - Experience with Zendesk, CRM or support tooling, especially automating it. - Experience with connected products, IoT or vehicle telemetry. - You ride. Why Stark - Build the first AI-native aftersales organisation in the motorcycle industry, with a leadership team that backs it. - Work with Claude and modern AI tools as a core part of the job, not a pilot. - A product people are genuinely obsessed with, and direct access to riders, race teams and the bike. - A fast-growing, international team in Barcelona. - Competitive salary and benefits, 30 days of vacation, subsidised lunch in our in-house restaurant and free gym access, weekends included. At Stark, we celebrate difference. We are committed to an inclusive environment where everyone, regardless of gender identity, sexual orientation, race, religion, age, neurodiversity or disability, feels they belong. Need a reasonable adjustment during the process? Tell us at HR@starkfuture.com. Stark Future is on a mission to revolutionize the motorcycle industry by leading the shift toward sustainability, drastically reducing CO₂ and plastic pollution. Through cutting-edge design and unmatched performance, we delivers emotionally powerful, timelessly beautiful premium electric motorcycles that surpass traditional technology. Guided by a philosophy of innovation, quality, and user-focused simplicity, Stark combines bold ambition with a relentless pursuit of excellence. Our brand’s iconic gold logo symbolizes its full-circle approach to sustainability and its uncompromising drive to be number one.