Head of Support

We seek a dynamic Head of Support to lead and elevate our global technical support operations. This role perfectly combines technical expertise, strategic leadership, and customer-centric problem-solving. You will ensure seamless issue resolution, optimize support processes and foster cross-functional collaboration to enhance customer experience.

Beyond managing escalations and troubleshooting complex technical issues, youll be key in streamlining support workflows, improving response times, and ensuring customer success. Your leadership will directly influence how we support our clients, helping them maximize their technology stack and achieve their business goals.

YOUR DAY-TO-DAY

Lead, mentor, and develop a high-performing technical support team, fostering a culture of learning and excellence.
Define and optimize support processes, best practices, and documentation to drive efficiency and scalability.
Establish and track KPIs, metrics, and reporting systems to improve performance and customer satisfaction continuously.
Act as a strategic bridge between Support, Product, Engineering, and Customer Success teams to ensure customer feedback drives meaningful improvements.
Oversee the support ticketing system, ensuring proper prioritization, resource allocation, and resolution tracking.
Triage and escalate critical issues directly to R&D while maintaining clear documentation and management updates.
Develop new tools and solutions to enhance workflows and the customer support experience.
Improve customer experience by refining response times, resolution rates, and satisfaction metrics.
Manage customer integrations, proactively identifying solutions to optimize their use of our technology.