Head of Customer Support
Core
Transform the customer support function into an AI-first, automation-driven team to provide fast, accurate, and caring help at scale for a global B2B software customer base.
Role type
Senior leadership (Head of Customer Support)
Builds
An international support team, AI/automation infrastructure, and self-service capabilities.
Domain
B2B SaaS (Finance & Tax)
Deliverable
production ML models
Required skills
Strategic vision and roadmap ownership, team building and coaching across time zones, AI and automation implementation, change management, SLA and metrics ownership, budget and staffing management, incident management.
Preferred skills
ITIL or structured incident management, workforce management and capacity planning, partner ecosystem management.
Responsibilities
Lead the shift to an AI-first support function, roll out chatbots and automation, build and coach a high-performing team, own support metrics and SLAs, manage on-call rotations, partner with product and engineering, manage budget and quality governance.
Seniority
Senior, hands-on IC
