Head of Global Customer Support

One of our clients is a pioneer in AI-driven Anti-Money Laundering (AML) solutions, offering advanced technology to fintech companies, banks, and regulatory authorities worldwide. Established in 2013, the company has raised over $100 million in various funding rounds and is financially stable. Their mission is to enhance trust in financial transactions while ensuring innovative business growth and regulatory compliance.

Key Responsibilities:

• Lead and manage a global support team of over 20 members.
• Supervise 24/7 support operations for mission-critical products.
• Full accountability for P1 - P4 ticket handling.
• Develop and implement customer satisfaction and support performance strategies.
• Define and implement support processes and KPIs.
• Coordinate with R&D, DevOps, and Product teams.
• Manage complex customer implementations.
• Monitor KPIs and drive continuous improvement.
• Foster a customer-centric culture.
• Stay updated on industry trends and best practices.

Required Skills:

• Proven experience in managing large global support departments in enterprise SaaS software.
• Strong background in providing 24/7 support for mission-critical products.
• Experience in implementing global support processes and KPIs.
• Demonstrated experience in managing P1-P4 support incidents.
• Experience with complex software solutions and customer implementations.
• Track record of establishing and scaling global support organizations.
• Excellent leadership and team management skills.
• Relevant Bachelor's degree; advanced degree preferred.