Global Head of Customer Support

Job Summary

Leading the strategy and performance of a global software support function, the full-time Global Head of Customer Support will manage a distributed team providing technical support while driving service quality and collaborating with cross-functional teams in a remote environment.

Key Responsibilities

• Define and execute the customer support strategy and service frameworks aligned with ITIL best practices
• Lead and develop the global support team, ensuring growth in line with portfolio expansion
• Own end-to-end service delivery, including incident, problem, and change management

Required Qualifications

• Minimum 8 years of experience in customer support or technical support, with at least 3 years in leadership roles within SaaS or software businesses
• Experience managing managers or team leads and growing a support function over time
• Working knowledge of ITIL and service management best practices
• Strong technical acumen across SaaS architectures and cloud environments (AWS and Microsoft Azure)
• Data-driven approach with experience using support KPIs, SLAs, and CSAT/NPS for performance improvement