Global Head of Support - Remote

Overview

The Global Head of Support will lead a team responsible for providing exceptional customer support and technical writing services, ensuring a low-effort customer experience and comprehensive product information.

In Short

• Lead and mentor a global support team of agents and technical writers.
• Establish metrics and reporting systems using Zendesk and Salesforce.
• Analyze support metrics to identify trends and areas for improvement.
• Collaborate with cross-functional teams to enhance customer support.
• Foster a culture of excellence and continuous learning within the team.
• Ensure the support team is well-trained and equipped for success.
• Drive customer retention and satisfaction through effective support.
• Implement operational efficiencies and AI enhancements in support processes.
• Achieve established KPIs for customer education and support.
• Participate in the company’s diversity and corporate social responsibility initiatives.

Requirements

• Proven experience in customer support and knowledge base management in a B2B SaaS environment.
• Strong leadership and people management skills.
• Technical acumen and problem-solving abilities.
• Experience with customer support technologies, particularly Zendesk and SFDC Service Cloud.
• Fluency in English, with additional language skills being a plus.
• Strategic, data-driven thinker with a customer-first mindset.
• Ability to inspire and develop high-performing teams.

Benefits

• Comprehensive medical, vision, and dental insurance.
• 401k matching from day 1.
• Generous parental leave policy.
• Unlimited annual PTO and flexible work hours.
• Professional development opportunities.
• Diversity, Equity, and Inclusion initiatives.
• Corporate social responsibility engagement.