
Head of Global Support Operations
1 week ago
Job Title: Head of Global Support Operations
We are seeking an experienced professional to lead our global customer support operations. The ideal candidate will have a proven track record in managing high-performing teams, driving excellence in client satisfaction, and improving customer experience.
Key Responsibilities:
- Lead global customer support across multiple time zones
- Manage L1/L2 teams across various locations
- Drive escalation resolution, platform issue troubleshooting, and support KPIs
- Build and implement support SLAs, SOPs, and QA metrics
- Manage NPS scores and drive continuous improvement initiatives
- Collaborate cross-functionally with Product, Tech, and Delivery teams
Requirements:
- 10+ years in Customer Support or Experience roles for SaaS platforms
- Experience managing global enterprise accounts (US & EMEA preferred)
- Familiar with DevOps/SaaS support ecosystem
- Excellent English communication and escalation management
- Strong in KPI management, data analytics, and customer engagement
What We're Looking For:
A results-driven leader who can build world-class support functions for global enterprise clients.
About the Role:
This is a unique opportunity to join our organization and make a significant impact on our customer support operations. If you have a passion for delivering exceptional customer experiences and leading high-performing teams, we encourage you to apply.
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