Head of Global Support

Role overview Lead a global customer support organization through a shift toward faster, more proactive service that combines automation with human care. The function spans approximately 130 support coaches and advanced specialists across several regions and serves customers who depend on operational software. You will own service performance, customer experience, and the health of the teams delivering support.

Responsibilities - Direct high-volume support across phone, chat, email, and messaging for small-business and larger customers. - Manage service performance across regions and time zones, including first-contact resolution, response and resolution times, customer satisfaction, and retention. - Use workforce planning, capacity management, queue monitoring, and quality assurance to run the operation. - Apply AI and automation where they improve service, while preserving a helpful customer experience. - Lead and develop managers and team leads, strengthening accountability and team wellbeing. - Investigate recurring problems, validate process improvements, and coordinate escalations with Product, Onboarding, and Account Management.

Requirements - At least eight years in customer support or service, including four or more years leading teams and experience managing other leaders. - Track record building and scaling high-volume, multi-channel support operations through significant change. - Experience running distributed, multi-region teams and support models for both smaller and mid-market or enterprise customers. - Experience with workforce management, capacity planning, and quality programs in a contact center setting. - Experience deploying AI or automation in support, with sound judgment about when it helps customers. - Strong crisis and escalation management, cross-functional communication, and data analysis skills. - Ability to lead with empathy and accountability, identify root causes, and verify improvements before scaling them. - Bachelor’s degree or equivalent experience in hospitality, business, or technology.

Nice to have - Experience managing managers across regions, or an advanced degree in hospitality or business. - Experience with customer recovery programs or hospitality technology, such as property operations, distribution, or property management systems.

Benefits and work setup Remote-first, with paid parental leave, paid time off according to local requirements, a country-based home-office stipend, and access to professional development and manager training. The stated annual compensation range is $160,000–$220,000 USD.