Global Head of Customer Support (Remote, USA EastCentral Time Zone)

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

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

This executive leader owns global support strategy operational standardization modernization and cost efficiency while delivering a consistent high-quality customer experience worldwide. The role is accountable for harmonizing support practices across regions and products reducing cost-to-serve and leveraging AI and automation 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 post-sale support experience that drives customer satisfaction retention and product adoption.

• 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

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:

• Work location is Remote USA (the ideal candidate resides in East or Central time zone USA)

• Competitive compensation

• Flexible PTO and paid holidays

• 401(k) with employer matching

• Comprehensive Health insurance package including 100% employer-paid medical coverage

• Up to 12 weeks of Parental Leave

• Basic Life Insurance Short-Term & Long-Term Disability 100% employer-paid

• Quarterly teambuilding events leadership luncheons and companywide All Hands meetings

• Open door policy and business casual dress code

• We celebrate diversity as one of our core values. Join c-a-r-e and lead change initiatives together with us!

In compliance with federal law all persons hired will be required to verify identity and eligibility to work in the United States. Please understand TeamViewer is unable to provide sponsorship for employment or work authorization now or in the future.

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.