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.

• Select implement and manage fit-for-purpose support tools and technologies (e.g. ticketing systems AI-driven automation customer dashboards) to build an efficient lean function.

• Establish and monitor key performance metrics (SLAs response times resolution times CSAT) to continuously improve support quality and reliability.

• Create and maintain strong feedback loops with Product Engineering and Delivery teams to surface insights drive product improvements and reduce recurring issues.

• Provide hands-on leadership stepping in to resolve complex customer issues and mentor resources within a cross-functional support pod model (no direct reports initially).

• Develop clear reporting and visibility into support volumes trends root causes and operational efficiency.

Key Outcomes (12-18 Months)

• Establishment of a documented scalable support operating model enabling 24/7 global coverage.

• Implementation of automated systems and AI tools that minimize headcount growth while exceeding SLAs.

• Achievement of >95% SLA adherence and a 50% reduction in Mean Time to Resolution (MTTR) from baseline.

• Establishment of robust feedback mechanisms leading to a measurable reduction in repeat incidents.

• Delivery of clear actionable reporting on support performance trends and operational insights.

Qualifications :

Who You Are (Competencies)

• Strategic & Hands-On Leader: You can design a modern SaaS support function but are equally willing to roll up your sleeves to handle complex issues.

• Enterprise-Centric: You deeply understand the high-stakes expectations of B2B and enterprise customers including those in regulated sectors.

• Systems & Process Architect: You have proven experience designing efficient workflows escalation models and knowledge bases using best-in-class tooling.

• Technically Fluent: You are comfortable discussing software products and can translate customer issues into clear actionable insights for technical teams.

• Cross-Functional Collaborator: You excel at working with Product Engineering Customer Success and Delivery to solve problems and drive systemic improvements.

• Data-Driven: You use metrics and trends to guide decisions improve efficiency and enhance the customer experience.

Experience Required

• 5 years in customer/technical support or customer operations within a B2B or enterprise SaaS environment.

• Proven experience building or significantly scaling a support function (processes systems or teams).

• Demonstrated ability in leveraging AI and automation within a support context.

• Strong track record of cross-functional collaboration with Product and Engineering teams.

• Experience balancing long-term strategic planning with day-to-day operational execution.

• Background supporting technically complex mission-critical software platforms is highly preferred.

Cultural Fit & Values

• Operates with transparency honesty and a collaborative spirit.

• Possesses a strong sense of ownership.

• Exhibits curiosity and resilience in a fast-paced scaling environment.

• Thrives in high-growth resource-constrained settings with a builder mentality.

Key Requirements (Must Haves)

• Deep empathy and intrinsic motivation to champion customer success.

• Experience leading or building a customer support function in a B2B/enterprise SaaS company.

• Sound understanding and practical experience applying AI in a support context.

• Proven ability to work cross-functionally especially with Product and Engineering teams.

• A hands-on leadership style coupled with strategic thinking and execution capability.

• Experience supporting technically complex software products.

Additional Information :

Preferred Experience (Nice-to-Haves)

• Experience within EV energy infrastructure or industrial SaaS domains.

• Exposure to 24/7 or follow-the-sun global support models.

• Experience supporting customers across multiple regions and time zones.

• Prior experience in a scaling start-up or high-growth environment.

Note: This is a mid-senior hands-on management role. You will be the architect and owner of the support system leveraging technology for maximum efficiency in a lean scale-up environment

Remote Work :

Yes

Employment Type :

Full-time