Head of Support
Core
Lead and scale a global customer support organization for a B2B global payroll and payments platform, ensuring operational excellence and technical rigor for customers in 160+ countries.
Role type
Senior leadership IC (Head of Support)
Builds
Global support operations, automation solutions, and self-service capabilities for enterprise clients
Domain
FinTech / Global Payroll / HR Tech
Required skills
Global SaaS support leadership, team scaling, technical debugging, SQL, API management, cloud-native environments, AI-driven automation, cross-functional collaboration, process design, stakeholder management
Preferred skills
FinTech/Payroll/HR Tech domain experience, experience with Salesforce Service Cloud, Coralogix, AWS, Slack, GitHub (via careerplan.io/jobs/16-005-BD-863-head-of-support-at-papaya-global)
Technologies
Salesforce Service Cloud, Coralogix, AWS, Slack, GitHub, SQL, APIs
Responsibilities
Define and execute global support strategy, lead and mentor distributed support teams, oversee high-complexity technical escalations, drive root-cause analysis and product reliability improvements, expand knowledge base and self-service capabilities, leverage AI tools for process automation and efficiency
Seniority
Senior, hands-on IC
