Head of Customer Support

We are seeking an experienced Head of Customer Support to lead our global technical support team. You will be responsible for building strategy, managing operations, and ensuring a world-class support experience across all touchpoints.

Key Responsibilities:
• Develop and execute a global customer support strategy
• Oversee daily support operations and ensure SLA/KPI adherence
• Lead and grow a high-performing, customer-focused support team
• Drive process improvements using tools like Zendesk, Jira, Klaus
• Build and enhance self-service solutions (knowledge base, chatbot)
• Collaborate with Product and Engineering to resolve issues and improve UX
• Use analytics to drive performance, customer satisfaction, and efficiency
• Ensure quality control, training, and continuous development of the support function

Requirements:

• 5+ years of experience in customer support

• Proven leadership in global technical support or operations roles
• Expertise in support best practices and customer experience strategy
• Strong knowledge of CRM/helpdesk tools, especially Zendesk
• Excellent problem-solving, communication, and decision-making skills
• Technical understanding of support systems and platforms
• Passion for service quality and customer success
• Fluency in multiple languages is a plus