Head of Global Customer Support

One of our clients, a global leader in AI-driven fintech solutions, is looking to hire a Head of Global Customer Support. This organization is recognized for delivering advanced technology to fintech companies, banks, and regulatory bodies around the world, fostering trust in financial transactions and driving innovative business growth.

This role requires an exceptional leader to head their international support department. The successful candidate will ensure the highest level of customer satisfaction by effectively managing global support operations for mission-critical products. The ideal applicant will have significant experience leading large global support teams, delivering 24/7 support, and managing complex software solutions for enterprise customers.

Key Responsibilities:

• Lead and manage a global support team of over 20 members, driving efficient and effective operations.
• Oversee 24/7 support operations, ensuring prompt resolution of customer issues related to mission-critical products.
• Take full accountability for managing P1 - P4 ticket handling.
• Develop and implement strategies to enhance customer satisfaction and overall support performance.
• Define and enforce support processes, methodologies, and KPIs.
• Collaborate closely with cross-functional teams to ensure seamless customer experiences and successful implementations.
• Work in close cooperation with R&D, DevOps, and Product teams.
• Manage complex customer implementations and offer expert guidance to support teams.
• Monitor KPIs and metrics to drive continuous improvement.
• Foster a customer-centric culture that aligns with the company's values and objectives.
• Stay informed on industry trends and best practices to enhance support services.

Qualifications:

• Proven experience building and leading large global support departments within the SaaS enterprise software industry.
• Strong background in providing 24/7 support for mission-critical products.
• Expertise in implementing global support processes, playbooks, and KPIs to ensure high support operations and customer satisfaction.
• Solid experience working with mission-critical software organizations, including full ownership of P1-P4 event monitoring and management.
• Proficiency in handling complex software solutions and customer implementations.
• Demonstrated success in founding and scaling global support organizations.
• Excellent leadership and team management abilities.
• Strong communication and interpersonal skills for both internal and external engagement.
• Robust problem-solving skills with a customer-focused mindset.
• Ability to thrive in a fast-paced, dynamic environment.
• A bachelor’s degree in a relevant field, or an advanced degree, is preferred.

Company location: HaSharon area (not near the train station)

Number of employees: 250