Global Support Leader

1 day ago

Chennai, Tamil Nadu, India beBeeDirector Full time US$ 15,00,000 - US$ 20,00,000
Job Description">

Our vision is to empower individuals to unlock their full potential by fostering a culture of health and wellness. We believe that every person deserves access to high-quality support services that enable them to thrive in all aspects of life.

We are seeking an experienced leader to spearhead the development and scaling of our customer support function. This individual will be responsible for building a world-class support organization from the ground up, defining its vision, operating model, and tooling roadmap. They will work closely with product, engineering, and operations teams to establish scalable processes, implement best-in-class support infrastructure, and build a high-performing team culture that delivers outstanding service outcomes across markets.

This role requires a strategic thinker who can drive transformational change and optimize support experiences powered by both people and technology. The ideal candidate will have a proven track record of building and scaling support functions, experience working with product-led platforms, and a deep understanding of support performance metrics and quality management frameworks.

Key Responsibilities
  1. Build & Scale Global Support Function:
  • Design and operationalize a scalable, tiered support model that aligns with business priorities, internal workflows, and product architecture.
  • Develop the operating rhythm, escalation matrices, and workflows for Level 1–3 support, across internal and external users.
  • Phase the build-out starting with internal support (product, engineering, field ops, QA) and scale to external end-user and enterprise support.
Talent & Team Leadership:
  • Recruit, onboard, and lead a team of support professionals across regions — starting lean, but scaling thoughtfully.
  • Define team structure, KPIs, and roles across functions such as support engineering, technical support, service desk.

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