Global Head of Customer Support

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

📋 Description

• Develop and implement a comprehensive global customer support strategy that aligns with growth objectives, cost efficiency, and enhances customer experience.

• Standardize support operations globally across various regions, products, and customer segments, encompassing coverage models, tiers, processes, and tools.

• Build and lead a high-performing, internationally distributed support team, fostering strong regional leadership and creating talent pipelines.

• Manage global support performance and operations, focusing on KPIs, forecasting, capacity planning, backlog management, and ongoing improvement.

• Ensure a consistent, omnichannel, end-to-end support experience for all customer segments across different geographies.

• Promote automation, AI, self-service solutions, and platform modernization to enhance efficiency, scalability, and cost-effectiveness.

• Oversee escalations, critical incidents, and engage with customers at the executive level.

• Leverage data, analytics, and customer insights to decrease recurring issues, enhance product quality, and guide roadmap priorities.

• Collaborate with teams in Sales, Customer Success, Renewals, Product, Finance, Legal, RevOps, and IT to mitigate churn, define SLAs, and optimize support economics.

• Foster a customer-centric, accountable, and data-driven culture across global teams.

⛳️ Requirements

• 10–15+ years of progressive leadership experience in Customer Support or Technical Support within various SaaS organizations.

• Proven success in managing global, multi-product, multi-tier support organizations at scale for B2C, SMB, and Enterprise sectors.

• Strong history of enhancing CSAT, SLA performance, and minimizing cost-to-serve.

• Demonstrated capability to standardize and harmonize processes across different regions and teams.

• In-depth expertise in support platforms, automation, and AI-driven support models.

• Experience operating within complex, global, matrixed environments.

🏝️ Benefits

• Competitive compensation.

• Flexible PTO and paid holidays.

• 401(k) with employer matching.

• Comprehensive health insurance package including 100% employer-paid medical coverage.

• Up to 12 weeks of parental leave.

• Basic life insurance, short-term & long-term disability, fully employer-paid.

• Quarterly team-building events, leadership luncheons, and companywide “All Hands” meetings.

• Open door policy and business casual dress code.