Head of Support
You will own the global support strategy across customer and consumer support, lead a distributed organization, manage incidents and executive escalations, improve support operations and tooling, oversee knowledge management, run the Customer Success Package business, and report support performance to executive stakeholders.
Responsibilities
- Own the global support strategy and outcomes across SLAs, CSAT, revenue, and support quality
- Unite customer and consumer support teams into a single organization
- Lead, grow, and coach managers and individual contributors across regions and time zones
- Manage critical incidents and executive-level escalations
- Evolve support operations, tooling, and knowledge management
- Own the Customer Success Package business
- Report on support health and align plans with executive stakeholders
Requirements
- 10+ years in technical or customer support
- 5+ years leading managers in a scaling B2B SaaS or API company
- 3+ years running global support operations
- Experience with SLAs, CSAT/CES, quality programs, incident management, and executive escalations
- Experience building and leading distributed teams
- Experience with metrics design, forecasting, capacity planning, process improvement, and support tooling
- Experience partnering with go-to-market, Product, and Engineering teams
- Experience using AI and building content, deflection, and quality programs
Benefits
- medical insurance
- dental insurance
- vision insurance
- 401(k)