Head of Global Support

Job Summary

A company is looking for a Head of Support.

Key Responsibilities

• Own the global support strategy and outcomes across SLAs, CSAT, revenue, and support quality
• Unite customer and consumer support teams into a single, high-performing organization
• Lead and coach managers and individual contributors across regions and time zones

Qualifications

• 10+ years in technical/customer support with at least 5+ years leading managers in a scaling B2B SaaS or API company
• 3+ years running global support operations with measurable improvements in SLAs and quality
• Background in fintech, payments, or developer/API platforms preferred
• Proven success in managing support outcomes at scale, including incident management
• Experience in building and leading distributed teams with a focus on performance management