Global Head of Support

This is a fully remote position, open to applicants anywhere in the world.

📋 Description

• Develop and implement the customer support strategy, operational model, and service frameworks in accordance with ITIL best practices and division goals.

• Lead and enhance the global support team across first, second, and advanced technical support, scaling the function alongside portfolio growth.

• Manage end-to-end service delivery, encompassing incident, problem, and change management.

• Establish, track, and report on the KPIs, SLAs, and CSAT/NPS metrics that govern support performance.

• Oversee complex technical escalations, conduct root cause analysis, and facilitate cross-functional resolutions in both cloud and on-premise environments.

• Collaborate with Product Management and Engineering on defect lifecycle, prioritization, customer communication, and provide service insights to inform the product roadmap.

• Take ownership of the support customer experience, which includes service reviews, senior escalations, key-account relationships, and the onboarding and adoption experience for new customers.

• Develop the knowledge management, self-service, and customer-facing documentation capabilities essential for scaling the function effectively.

• Spearhead the adoption of automation, analytics, and AI-driven tools, including FreshService and similar service management platforms.

• Recruit, nurture, and retain a high-performing support organization.

• Provide regular updates and insights to division leadership regarding support performance, customer risk, retention impact, and investment priorities.

• Assist in integrating newly acquired products into the support operating model as the portfolio evolves.

⛳️ Requirements

• At least 8 years of progressive experience in customer support or technical support, including a minimum of 3 years leading distributed support teams within SaaS or software organizations.

• Proven experience managing managers or team leads, and scaling a support function over time.

• Familiarity with ITIL, support methodologies, and best practices in service management, including incident, problem, and change management.

• Strong technical knowledge of SaaS architectures, cloud environments (AWS and Microsoft Azure), web technologies, and relational databases.

• Demonstrated success in managing the support relationship with Product and Engineering, including defect lifecycle, prioritization, and influence on the roadmap.

• Data-driven mindset with practical experience utilizing support KPIs, SLAs, and CSAT/NPS to drive substantial performance improvements.

• Exceptional communication and stakeholder management abilities, with a background in presenting to senior leadership and key customers.

• Bachelor’s degree or equivalent professional experience.

🏝️ Benefits

• Flexible work arrangements

• Professional development opportunities