Head of Customer Support

Our client is seeking a strategic and hands-on Head of Customer Support to architect, build, and scale a world-class support function. This critical leadership role is responsible for ensuring enterprise SaaS customers receive reliable, high-quality support that drives trust, retention, and long-term value. You will own the end-to-end strategy, systems, processes, and execution required to support a complex, mission-critical software platform as the company scales globally. The mission is to design a lean, efficient, and automated function that leverages technology and AI to maximize operational leverage and deliver exceptional customer outcomes.

Key Responsibilities

• Develop and implement a scalable global customer support operating model, including 24/7 support protocols for critical issues.

• Design, document, and optimize all support workflows, SLAs, escalation paths, and knowledge management systems.

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