Head of Customer Support

Job Summary

A company is looking for a Head of Customer Support.

Key Responsibilities

• Design and execute a scalable support strategy, including building SLAs and workflows
• Manage daily ticket triage and backlog, ensuring timely resolution and knowledge-sharing
• Lead automation initiatives for support processes and oversee global 24x7 support operations

Required Qualifications

• Proven experience leading global support teams in a SaaS or AI-driven environment
• Strong operational leadership with experience in building SLAs and workflows
• Deep understanding of support analytics and ability to translate data into action
• Experience in incident and escalation management
• Skilled in hiring and developing high-performing support teams