Head of Support
Own global support strategy across customer and consumer support, lead a distributed organization, manage incidents and executive escalations, improve support operations and tooling, oversee knowledge management, run the Customer Success Package business, and report support performance to executive stakeholders.
Responsibilities
- Own global support strategy and outcomes across SLAs, CSAT, revenue, and support quality.
- Unite customer and consumer support teams into a single organization.
- Lead, grow, and coach managers and individual contributors across regions and time zones.
- Manage critical incidents and executive-level escalations, including post-incident reviews and process fixes.
- Evolve support operations, tooling, and knowledge management to improve efficiency, deflection, and customer experiences.
- Own the Customer Success Package business while balancing costs, revenue, and customer experience.
- Report on support health and align plans and tradeoffs with executive stakeholders.
Requirements
- 10+ years in technical or customer support.
- 5+ years leading managers in a scaling B2B SaaS or API company.
- 3+ years running global support operations.
- Experience with SLAs, CSAT/CES, quality programs, incident management, and executive escalations.
- Experience building and leading distributed teams across regions and time zones.
- Experience with metrics design, forecasting, capacity planning, process improvement, and support tooling.
- Experience partnering with go-to-market, Product, and Engineering teams.
- Experience using AI and building content, deflection, and quality programs.
- Fintech, payments, or developer/API platform experience is preferred.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k)
- Additional equity and/or commission may be available depending on the position.