Head of Customer Support
Core
Lead the transformation of a customer support function into an AI-first, automation-driven team to provide fast, accurate help at scale for a global B2B software customer base.
Role type
Senior leadership (Head of Customer Support)
Builds
An international, multi-timezone support team and an AI/automation-driven support infrastructure
Domain
B2B SaaS (Finance & Tax technology)
Deliverable
production ML models
Required skills
Team leadership (20+ people), AI/automation implementation, organizational change management, multi-timezone operations, SLA and metrics ownership, budget management
Preferred skills
ITIL, workforce management, partner ecosystem management
Technologies
Chatbots, automation tools, knowledge management frameworks
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 budget and staffing, partner with Product and Engineering
Seniority
Senior, hands-on IC with leadership scope
