Role Overview :

We're seeking a dynamic, strategic, and empathetic leader to helm the global customer support function. As Head / Director of Customer Support, you'll champion customer satisfaction, lead a high-performing team, and shape support strategies that scale with global growth. You'll be the voice of the customer across the organization-partnering with Sales, Product, Engineering, and Marketing to ensure every interaction reflects a commitment to excellence.

Key Responsibilities :

- Design and execute customer support strategies that drive satisfaction and loyalty

- Lead, mentor, and inspire a global support team to deliver world-class service

- Ensure timely, empathetic, and effective resolution of customer inquiries and issues

- Analyze feedback and implement process improvements for continuous enhancement

- Collaborate cross-functionally to surface and solve customer pain points

- Build and maintain a robust knowledge base and self-service ecosystem

- Define and track KPIs to measure team performance and customer happiness

- Cultivate strong relationships with clients and internal stakeholders

- Drive operational excellence and adopt best practices across support channels

- Identify growth opportunities and contribute to business development initiatives

What You Bring :

- 12+ years of customer support experience, including 5+ years in leadership

- Proven success in scaling support operations globally

- Deep understanding of support methodologies, tools, and metrics

- Exceptional communication, coaching, and decision-making skills

- Strategic mindset with hands-on execution capability

- Strong business acumen and stakeholder management experience

- Passion for customer advocacy and continuous improvement