Head of Customer Support

Job Summary

Leading a global team in a remote-first environment, the full-time Head of Customer Support will redefine customer support by driving platform adoption, implementing AI-assisted workflows, and ensuring a high-quality support experience while collaborating with cross-functional teams.

Key responsibilities

• Own the full support outcome from first contact to platform adoption, addressing root causes and championing systemic fixes
• Develop and coach a high-performing global support team that focuses on customer value and genuine curiosity about outcomes
• Implement AI tools to enhance support operations, ensuring scalability without sacrificing quality and continuously exploring new capabilities

Required qualifications

• 10+ years of experience in building and leading technical support teams in multi-geo or virtual environments
• 5+ years in a SaaS organization with a proven track record of enhancing customer adoption and platform usage
• Experience implementing AI in support environments with measurable results in knowledge base automation and self-service programs
• Demonstrated ability to lead teams through culture change and build new capabilities from the ground up
• Hands-on expertise with support tools like Zendesk and AI platforms, along with a clear understanding of their connection to customer health data