Head of Global Support

📋 Description

• Lead and develop a global customer support organization of approximately 130 support professionals
• Define and execute the global support strategy, transforming reactive service operations into
• Oversee high-volume, multi-channel support operations across phone, chat, email, and messaging
• Drive operational performance through workforce management, capacity planning, queue health
• Establish and monitor key performance indicators, including first contact resolution, response and
• Leverage AI-powered solutions, automation, and technology to improve support efficiency, streamline

🎯 Requirements

• At least 8 years of experience in customer support, customer service, or service operations
• Bachelor's degree in Hospitality, Business, Technology, or a related field, or equivalent
• Proven experience building and scaling high-volume contact centers or customer support
• Demonstrated success leading large, globally distributed teams across multiple regions, time zones
• Experience managing support operations serving both SMB and mid-market or enterprise customers
• Strong background supporting complex operational software platforms, such as ERP, PMS, POS, payment

🎁 Benefits

• Competitive compensation: Annual salary ranging from USD 160,000 to USD 220,000 for US-based
• Remote-first environment: Fully remote working model, offering flexibility to work from your
• Paid time off: Vacation and leave entitlements in accordance with local employment requirements.
• Fully paid parental leave: Financial support for eligible employees during parental leave.
• Home office support: Home office stipend based on country of residence.
• Professional development: Access to dedicated learning resources, professional development courses