Head of Support

Job Summary

A company is looking for a Global Head of Support.

Key Responsibilities

• Lead and mentor a global team of support agents and technical writers to deliver exceptional customer service
• Analyze support metrics and collaborate with cross-functional teams to improve service quality and efficiency
• Establish key performance indicators and operational efficiencies to enhance customer education and support

Required Qualifications

• Proven experience in leading customer support and knowledge bases in a B2B SaaS environment
• Strong track record of improving customer satisfaction and support metrics
• Technical acumen with experience in customer support technologies, specifically Zendesk and SFDC Service Cloud
• Excellent leadership and people management skills, with experience in a European and North American context
• Fluent in English (US/UK) and B2 level or equivalent in French; German language skills are a plus