Global Head of Support

In this role, you’ll be responsible for leading a globally distributed team across EMEA and North America (14 support agents and 3 tech writers), and for scaling support in line with the company’s growth. You’ll own the global support strategy, optimize team structure and operations, and drive continuous improvement in the customer experience. This role involves leading the rollout of AI-driven tools and automation, with the goal of increasing efficiency, reducing resolution time, and improving customer satisfaction. Your role is cross-functional and highly visible: you’ll collaborate closely with Product, Engineering, Customer Success, and Enablement to resolve complex issues, surface insights, and help build a more seamless customer journey. This is a strategic leadership role with the opportunity to make customer support a true differentiator for 360Learning.