As Global Head of Support, you’ll lead a globally distributed team across EMEA and North America, 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. The role involves leading the rollout of AI-driven tools and automation to increase efficiency and improve customer satisfaction. Collaboration with Product, Engineering, Customer Success, and Enablement is key.
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Provide remote assistance to customers with their technical issues & queries. Maintain personal assigned incident queues, keeping customers updated regularly. Keep incident backlog and aged calls within defined ranges. Maintain Customer Satisfaction levels to within or above defined range.