Head of Support
Core
Own global support strategy and outcomes for customer and consumer support, uniting teams to deliver high-quality help and influence product quality.
Role type
Senior leadership Head of Support (Strategy & Operations)
Builds
Global support organization, Customer Success Package business, support tooling and knowledge management
Domain
Fintech / Developer API platform
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Global support strategy, scaling B2B SaaS support leadership, incident management, distributed team leadership, operational rigor, stakeholder partnership, AI/deflection program building
Preferred skills
Fintech/payments background, API platform experience
Technologies
Support tooling, AI frameworks
Responsibilities
Own global support strategy and outcomes (SLAs, CSAT, revenue); Unite customer and consumer support teams; Lead and coach managers and ICs across regions; Manage critical incidents and executive escalations; Evolve support operations and tooling; Own Customer Success Package business; Report on support health to executives
Seniority
Senior, hands-on leader with strategic scope
