Job Description
Role Overview
The Head of Customer Support will lead and scale a high-performing customer support organization, ensuring exceptional service delivery while driving efficiency through data, process optimization, and automation. This role is responsible for defining the support strategy, managing global or multi-tier support teams, and leveraging AI, RPA, and automation technologies to improve customer experience, reduce resolution times, and optimize costs.
The role reports to the COO or Chief Customer Officer and works closely with Product, Engineering, Sales, and Customer Success.
Key Responsibilities
- Lead, coach, and develop a customer support team (L1, L2, L3 or regional teams), fostering a performance-driven and customer-centric culture.
- Define clear roles, career paths, training plans, and performance expectations.
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