Global Head of Customer Solutions

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and expand the global Customer Solutions organization, including Account Management and Technical Support.

• Take ownership of the post-implementation customer experience for enterprise clients, ensuring effective ongoing support, resolution of issues, and management of relationships.

• Develop a clear global operating model that spans regions, functions, and customer segments.

• Recruit, mentor, and cultivate a diverse international team, fostering strong leadership as the organization grows.

• Define and track metrics that assess customer health, service quality, responsiveness, operational efficiency, and team performance.

• Standardize processes, escalation protocols, service expectations, and operational methods across various markets.

• Implement proactive customer management practices that identify risks and opportunities before they escalate.

• Collaborate with Engineering and Product teams to address complex technical issues and convert customer feedback into enhancements.

• Work alongside Commercial teams to ensure a seamless transition from implementation to long-term account development.

• Serve as a senior escalation point for strategic enterprise customers and critical technical or operational issues.

• Enhance collaboration and knowledge-sharing within a remote, globally dispersed organization.

• Support the company’s ongoing international expansion, especially in Europe and APAC.

• Represent the customer’s voice in leadership discussions and operational planning.

• Create a scalable, consistent global Customer Solutions organization that provides exceptional technical support, strengthens enterprise relationships, and facilitates international growth.

⛳️ Requirements

• Extensive leadership experience in Customer Solutions, Technical Account Management, Enterprise Customer Success, Technical Support, or a related area.

• Proven track record in leading global technical support and customer-facing teams, preferably in payments, fintech, SaaS, or another technically complex B2B setting.

• Deep understanding of post-implementation enterprise customer management and technical support operations.

• Demonstrated ability to build, scale, and professionalize internationally distributed teams.

• Strong leadership qualities, including experience in hiring, coaching, developing, and managing managers.

• Capability to define global processes, service standards, performance metrics, and escalation frameworks.

• Confidence in engaging with senior enterprise stakeholders and navigating complex or critical customer situations.

• Exceptional cross-functional collaboration skills, particularly with Engineering, Product, Sales, and Operations teams.

• Ability to merge strategic thinking with hands-on execution in a dynamic, high-growth environment.

• Outstanding analytical, organizational, and problem-solving skills.

• Proficiency in English; Spanish is a significant advantage.

• Willingness to travel internationally as necessary, approximately once per quarter.

🏝️ Benefits

• Willingness to travel internationally as required, approximately once per quarter.