Head of Support

Job Summary

As the Head of Support, the full-time remote position will manage the support operation and education strategy for a growing team, ensuring high customer satisfaction and effective resource allocation for travel advisors on the platform.

Key responsibilities

• Own the support operation end to end, setting standards for AI and human interactions while maintaining high customer satisfaction metrics
• Build a content production system aligned with product developments, ensuring timely training materials for advisors
• Lead a team of support and education specialists, providing coaching and establishing operational standards

Required qualifications

• Experience in support and education program management within a B2B SaaS environment
• Proven ability to optimize help centers and support operations to drive feature adoption and retention
• Strong people management skills with experience leading distributed teams
• Operational instincts with a focus on metrics and data-driven decision-making
• Experience in both coaching and individual contributor roles, demonstrating adaptability in various situations