Head of Global Support
Core
Lead and transform a large-scale, international customer support organization of ~130 professionals into a proactive, AI-powered operation.
Role type
Senior leadership (Head of Global Support)
Builds
Global customer support operations across phone, chat, email, and messaging channels
Domain
Hospitality technology / Customer Service Operations
Deliverable
production ML models
Required skills
Strategic planning, workforce management, operational performance management, AI/automation implementation, crisis management, cross-functional collaboration, data-driven decision-making, team leadership, process improvement
Preferred skills
Master's degree, customer recovery strategy development, hospitality industry experience
Technologies
AI-powered solutions, automation tools, ERP, PMS, POS, payment solutions
Responsibilities
Lead and develop a global customer support organization; Define and execute global support strategy; Oversee high-volume, multi-channel support operations; Drive operational performance through workforce management and data analysis; Establish and optimize KPIs; Leverage AI and automation to improve efficiency; Lead and empower managers; Manage complex escalations and crisis situations; Identify root causes and implement scalable improvements; Develop customer recovery and retention initiatives
Seniority
Senior, strategic leadership
