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 owning support outcomes, developing team capabilities, and leveraging AI to enhance service quality while working remotely.

Key responsibilities

• Own the full support outcome from initial contact to platform adoption, ensuring systemic fixes for recurring issues
• Lead and develop a global support team, coaching agents to focus on customer value and results
• Implement AI-assisted workflows and maintain a best-in-class knowledge base to improve support efficiency and customer self-service

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 improvements
• 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