Head of Customer Support
Core
Lead, scale, and transform global 24/7 customer support operations for a HealthTech company, leveraging data and AI to improve customer experience.
Role type
Senior leadership customer support head (operations & strategy)
Builds
Scalable global support operations, AI/automation workflows, and customer experience improvements
Domain
HealthTech / Consumer Health
Deliverable
production ML models
Required skills
Global team leadership, 24/7 operations management, data-driven decision making, cross-functional collaboration, process optimization, CRM/platform management, AI/automation strategy
Preferred skills
HealthTech domain experience, SQL/BI tools, German/French languages
Technologies
Zendesk, Intercom, Freshdesk, Salesforce, AI chatbots, automated workflows
Responsibilities
Manage and mentor a global support organization of 25+ professionals; oversee 24/7 support coverage, workforce planning, and service quality; define and monitor KPIs (CSAT, SLA, FCR, QA); collaborate with Product & R&D to solve root causes; implement AI-powered tools and chatbots; develop scalable support workflows and knowledge bases; manage CRM and ticketing platforms.
Seniority
Senior, hands-on IC leader