Head of Global Support
Core
Lead a global support function for a complex B2B SaaS platform, scaling a team of ~60+ technical ICs to deliver best-in-class customer experience across early-stage startups to enterprise organizations.
Role type
Senior leadership (Head of Global Support)
Builds
A scalable, 24/7 global support model and high-performing support organization for a multi-product SaaS suite.
Domain
B2B SaaS / Customer Support Operations
Required skills
SaaS support team leadership, support operations strategy (SLAs, queue management), cross-functional partnership, data-driven decision making, process optimization, training program design
Preferred skills
Experience scaling support organizations, deep product knowledge, strategic problem solving
Technologies
Support ticketing systems, analytics tools, automation platforms
Responsibilities
Define and scale global support strategy, manage and grow the support team, partner with Product/Engineering/CS, drive automation and continuous improvement, analyze support metrics to improve customer experience
Seniority
Senior, hands-on IC
