Head of Global Support

4 weeks ago

Bengaluru, India Z47 Full time

Role:

We are seeking a seasoned Support Head to establish, lead, and scale our global support function for a fast-growing B2B SaaS platform. This role demands a strategic thinker with deep experience in SaaS customer support operations, proven leadership in building high-performing teams, and a relentless focus on delivering exceptional customer experiences.

You will be responsible for defining the support vision, building the team, implementing best-in-class processes, and acting as the highest escalation point for complex issues. Your leadership will directly influence customer satisfaction, retention, and operational excellence.

Responsibilities:

Leadership & Team Building:

  • Build, lead, and mentor a high-performing Customer & Technical Support team across multiple geographies.
  • Define team structure, roles, and hiring plans to meet current and future business needs.
  • Set clear performance metrics, conduct regular one-on-ones, and provide coaching for career development.
  • Design and execute comprehensive onboarding and continuous training programs.

Customer Support Excellence:

  • Oversee the resolution of escalated or business-critical issues for enterprise and mid-market clients.
  • Ensure world-class SLAs and KPIs (e.g., first response time, resolution time, CSAT, NPS) are consistently met or exceeded.
  • Implement proactive support strategies, including ticket deflection, customer education, and self-service tools.

Process, Systems & Strategy:

  • Establish and continuously refine support processes, escalation frameworks, and quality assurance measures.
  • Implement and optimize support platforms (Zendesk, Hubspot, JIRA, or similar).
  • Use analytics to identify trends, recurring issues, and opportunities for process automation.
  • Collaborate with Product and Engineering to address root causes and influence roadmap decisions.

Cross-functional Collaboration:

  • Act as the
    Voice of the Customer
    within the organization, sharing actionable insights with leadership, Product, Engineering, and Customer Success teams.
  • Partner with QA and Product teams during feature releases and updates to ensure readiness for support.
  • Contribute to the product roadmap with customer experience and operational efficiency in mind.

Qualifications and Skills:

  • Experience: 10+ years in customer/technical support roles within SaaS, with at least 5 years in leadership.
  • Proven track record of building and scaling support teams for B2B SaaS platforms.
  • Deep understanding of web-based applications, APIs, and cloud platforms.
  • Strong analytical skills with the ability to leverage data for decision-making.
  • Exceptional communication and stakeholder management abilities.
  • Experience managing support for enterprise-level clients and global accounts.

Preferred Qualifications:

  • Experience in wholesale, distribution, or e-commerce SaaS products.
  • Exposure to working in US/EST time zones or managing 24/7 support teams.
  • Strong knowledge of automation, AI-based ticket routing, and self-service strategies.

Why Join Us?

  • Lead the support function for a high-growth B2B SaaS company from the ground up.
  • Be part of a collaborative and innovative team making a real impact in the wholesale & distribution space.
  • Competitive compensation and benefits package.
  • Significant autonomy and opportunity to shape the future of customer experience

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