Head of Support

📋 Description

• Own the global support strategy across SLAs, CSAT, revenue, and quality.
• Unite customer and consumer support into a single high‑performing org.
• Lead, grow, and coach managers across regions/time zones.
• Manage critical incidents and executive escalations with cross‑functional partners.
• Evolve operations, tooling, and knowledge management for efficiency.
• Own the Customer Success Package business balancing COGS and revenue.

🎯 Requirements

• 10+ years in technical support; 5+ years leading managers in scale B2B SaaS/API.
• 3+ years running global support ops with measurable SLA/CSAT/quality improvements.
• Fintech/payments or developer/API platforms background preferred.
• Proven success owning support outcomes at scale, incl incident mgmt/escalations.
• Distributed teams leadership across regions/time zones.
• Experience using AI to build content/deflection programs and quality frameworks.

🎁 Benefits

• Equity and/or commission as part of compensation.
• Medical, dental, and vision coverage; 401(k).
• Pay and benefits aligned with location and scope.