Global Head of Customer Support (all genders)

TeamViewer provides a leading Digital Workplace platform that connects people with technologyenabling improving and automating digital processes to make work work better. Our software solutions harness the power of AI and shape the future of digitalization.

We believe that our diverse teams and strong company culture are key to the success of our products and technologies that hundreds of millions of users around the world and around 645000 customers across all industries rely on. With more than 1900 employees worldwide we celebrate the unique perspectives and talents that each individual brings to the table and foster a dynamic work environment where new ideas thrive. Are you ready to join our team and make an impact

Responsibilities

We are seeking a Global Head of Customer Support to lead harmonize and scale a world-class multi-tier customer support organization across Enterprise and SMB segments for a multi-product SaaS portfolio.

This executive leader will own global support strategy modernization and cost efficiency while delivering a consistent high-quality customer experience worldwide. The role is accountable for standardizing practices and processes across regions and products reducing cost-to-serve and leveraging AI-driven support capabilities to improve speed quality and scalability.

Operating at the intersection of Customer Success Product Engineering Revenue and Operations this role ensures a seamless data-driven and future-ready post-sale support experience that drives customer satisfaction retention and product adoption.

Key Responsibilities

• Set and execute a global customer support strategy aligned to growth cost efficiency and customer experience.

• Standardize global support operations across regions products and customer segments including coverage models tiers processes and tools.

• Build and lead a high-performing globally distributed support organization developing strong regional leadership and talent pipelines.

• Own global support performance and operations including KPIs forecasting capacity planning backlog management and continuous improvement.

• Deliver a consistent omnichannel end-to-end support experience across all customer segments and geographies.

• Drive automation AI self-service and platform modernization to improve efficiency scale and cost-to-serve.

• Lead escalations critical incidents and executive-level customer engagements.

• Use data analytics and customer insights to reduce repeat issues improve product quality and inform roadmap priorities.

• Partner across Sales Customer Success Renewals Product Finance Legal RevOps and IT to reduce churn define SLAs and optimize support economics.

• Champion a customer-first accountable data-driven culture across global teams.

• Travel Requirement - Up to 40% travel domestic and international

Requirements

Required Qualifications

• 1015 years of progressive leadership experience in Customer Support or Technical Support within multiple SaaS organizations

• Proven success leading global multi-product multi-tier support organizations at scale for B2C SMB and Enterprise

• Strong track record of improving CSAT SLA performance and reducing cost-to-serve

• Demonstrated ability to standardize and harmonize processes across regions and teams

• Deep expertise in support platforms automation and AI-driven support models

• Success operating in complex global matrixed environments

Preferred Qualifications

• Experience in high-growth or post-scale SaaS environments

• Technical or engineering-adjacent background

• Familiarity with ITIL incident management and service operations frameworks

• Experience leading large-scale support transformations or platform modernization initiatives

What we offer

• Onsite Onboarding in our HQ office for an optimal start

• Great compensation and benefits packages including company achievement bonus or sales bonus company stocks and regular salary reviews

• Premiums for the private pension plan (BAV) up to the maximum amount are topped up by TeamViewer

• Public transport friendly offices

• Option to lease an e-bike (Germany only)

• Special terms for local gyms

• Access to Corporate Benefits platform with many discounts

• Regular Team events and company-wide celebrations

• Open door policy no dress code rules frequent all Hands and Leadership Lunches

• Hybrid and Flexible work time with up to 50% home office

• Work From Abroad Program allowing up to 40 days of work outside your contracting country

• We celebrate diversity as one of core values join and drive one of the c-a-r-e initiatives together with us!

TeamViewer is an equal opportunities employer and is committed to building an inclusive culture where everyone feels welcome and supported. We C-A-R-E and understand that our diverse values-driven culture makes us stronger. As we continue to grow as a company we also focus on enabling our employees to grow both personally and professionally. We are proud to have an open and embracing workplace environment that will empower you to be your best no matter your gender civil or family status sexual orientation religion age disability education level or race.