Head of Global Support

Job Summary

A company is looking for a Head of Global Support to lead their customer support team and enhance the customer experience.

Key Responsibilities

• Lead and scale a global support team dedicated to delivering exceptional customer service
• Define and implement strategies for continuous improvement and automation in support operations
• Collaborate with cross-functional teams to align support insights with product development and customer outcomes

Required Qualifications

• Experience leading and scaling high-performing SaaS Customer Support Teams
• Strong understanding of support operations, including SLAs and queue management
• Proven ability to leverage data and technology to enhance support efficiency and quality
• Experience in designing efficient support models, including 24/7 coverage
• Background in training and developing support teams to excel in their roles