Head of Global Customers Support

ThetaRay is a trailblazer in AI-powered Anti-Money Laundering (AML) solutions, offering cutting-edge technology to fintechs, banks, and regulatory bodies worldwide. Our mission is to enhance trust in financial transactions, ensuring compliant and innovative business growth.

Our technology empowers customers to expand into new markets and introduce groundbreaking products.

We are looking for an outstanding leader, to join us as a Head of Global Customers Support, to lead our international support department. This individual will be responsible for ensuring the highest level of customer satisfaction through effective management of support operations for mission-critical products. The ideal candidate has a proven track record of managing large global support teams, delivering 24/7 support, and handling complex software solutions for enterprise customers.

Key Responsibilities:

• Lead and manage a global support team of over 20 members(tier1-tier3), ensuring efficient and effective operations.
• Oversee 24/7 support operations to ensure timely resolution of customer issues for mission-critical products.
• Full accountability for owning the P1 - P4 tickets handling and manage production incidents
• Develop and implement strategies to improve customer satisfaction and support performance.
• Define and implement support processes, methodologies and KPIs.
• Coordinate with cross-functional teams to ensure seamless customer experiences and successful implementations.
• Close cooperation with R&D \ DevOps \ Product teams.
• Manage complex customer implementations and provide expert guidance to support teams.
• Monitor key performance indicators (KPIs) and metrics to drive continuous improvement in support processes.
• Foster a customer-centric culture within the support team, ensuring alignment with company values and objectives.
• Stay updated on industry trends and best practices to enhance support services.
• Work closely with the Dev OPS production engineer to constantly improve production monitoring and optimization.
  
  

• Proven experience in building and leading large global support department in the SaaS-enterprise software industry.
• Strong background in providing 24/7 support for mission-critical products.
• Strong background in successfully implement global support processes, playbooks and KPIs, to ensure high level of support operations and customer satisfaction.
• Proven experience in working with mission-critical software organizations, including owning full accountability on monitoring, managing and owning P1-P4 event.
• Experience working with complex software and real-time solutions, including handling complex customer implementations.
• Proven experience founding global support organizations and take it to scale.
• Excellent leadership and team management skills.
• Exceptional communication and interpersonal skills, with enterprise customers and internally.
• Strong problem-solving abilities and a customer-focused mindset.
• Ability to work effectively in a fast-paced, dynamic environment.
• Bachelor's degree in a relevant field; advanced degree preferred.