Job Description
As the Head of Support at Cresta, you are a people-first, strategy-driven leader responsible for building and scaling a global 24x7 support function. You oversee operations for high-impact and ensure seamless customer experiences, and empower your team with the tools, training, and processes they need to thrive. You balance technical insight, analytical thinking, and cross-functional influence to drive customer satisfaction, operational efficiency, and business alignment. You will design and execute a scalable support strategy aligned with company OKRs, build SLAs, workflows, and playbooks to operationalize excellence. You will also lead automation of support processes, monitoring and resolution. As well as manage a distributed support team delivering continuous global coverage, and lead cross-team enablement, define handoffs, and optimize troubleshooting flows and automation to scale support operations and deliver seamless, high-quality experiences.
About Cresta
Cresta is on a mission to turn every customer conversation into a competitive advantage by unlocking the true potential of the contact center.