Youll manage a global support team (including team leaders), set the vision, drive the agenda forward, and make sure our support function is a true competitive advantage.
Key Responsibilities
Strategic Leadership
Define and execute the global support strategy aligned with customer experience goals.
Own and improve CSAT, response times, resolution times, and other core support KPIs.
Represent customer needs in product and engineering discussions (VOC).
Operational Excellence
Lead, mentor, and develop the global support team leaders and their teams.
Set clear performance standards and hold the team accountable for results.
Own hiring, onboarding, and performance management for the support function.
Implement scalable processes, tools, and automations to improve efficiency and quality.
Cross-Functional Collaboration
Work closely with Customer Success to ensure seamless handoffs and a unified customer journey.
Partner with Product and Development to escalate, track, and resolve complex customer issues.
Provide structured customer feedback to influence product roadmap and feature prioritization.
Culture & Team Development
Foster a culture of customer obsession, problem-solving, and continuous improvement.
Develop career growth paths for support team members.
Promote collaboration across geographies and time zones.
23 years of experience managing a customer support organization.
Proven leadership experience managing a global support team.
Experience managing live chat support environments (not email-only).
Proven success in high-traffic, high-pace environments.
Strong track record of driving CSAT and NPS improvements.
Experience leading team leaders/managers and managing distributed teams.
Excellent cross-functional collaboration skills with CS, product, and engineering.
Strategic thinker who can also roll up their sleeves and dive into operations.
Data-driven decision-making mindset experience using metrics to improve performance.
Experience hiring, onboarding, and coaching high-performing teams.
Experience using AI and automation tools in customer support operations.
