Head of Customer Support

Job Summary

Leading a high-performing global team, the full-time Head of Customer Support will redefine customer support in an AI-driven environment by managing support outcomes, developing team capabilities, and leveraging AI to enhance service quality while working remotely.

Key responsibilities

• Own the full support outcome from first contact to platform adoption, ensuring systemic fixes for recurring issues
• Lead and develop a global team focused on customer value, coaching agents to prioritize customer results over ticket closure
• Implement AI-assisted workflows and maintain a knowledge strategy to empower self-service and improve resolution times

Required qualifications

• 10+ years of experience building and leading technical support teams in multi-geo environments
• 5+ years in a SaaS organization with a record of improving customer adoption and platform usage
• Proven experience implementing AI in support environments with measurable results
• Demonstrated ability to lead teams through culture change and build new capabilities
• Hands-on expertise with support tools like Zendesk and AI platforms such as Claude or OpenAI