Head of Global Support

For our client, we are seeking a Head of Global Support to join the team of a leader in the Information Technology space.

This leader will oversee a worldwide support organization and shape how customers experience service at scale. The role is centered on building a high-performing, data-driven support function that can grow with a B2B SaaS customer base. You will partner closely with Product and Engineering to improve customer outcomes, streamline workflows, and strengthen the 24/7 support model.

Location: Remote

Compensation: $150,000 – $180,000 annually

Responsibilities

• Lead a global support team of managers and individual contributors
• Define strategies to scale support with customer base growth
• Drive continuous improvement and automation in support processes
• Partner with Product and Engineering to align on customer outcomes
• Enhance and evolve the 24/7 support model
• Proactively resolve customer issues and improve support workflows

Qualifications

• 5-7 years in global support for B2B SaaS products
• Proven leadership of high-performing customer support teams
• Strong understanding of support operations and metrics
• Experience collaborating with cross-functional teams
• Ability to use data to drive decisions and improve support
• Eagerness to develop training programs that empower teams

Benefits

• Time to ensure high-quality work without shortcuts
• Competitive compensation offered
• 10-year exercise window for stock options
• Unlimited PTO with a recommended four weeks per year
• Twelve weeks of fully paid family leave in the US
• Generous budget for equipment and software needs
• $100/month education allowance with flexible approval for additional expenses
• Comprehensive health insurance for employees and dependents with all premiums covered