Head of Customer Support

Our client is seeking a strategic and hands-on Head of Customer Support to architect, build, and scale a world-class support function. This critical leadership role is responsible for ensuring enterprise SaaS customers receive reliable, high-quality support that drives trust, retention, and long-term value. You will own the end-to-end strategy, systems, processes, and execution required to support a complex, mission-critical software platform as the company scales globally. The mission is to design a lean, efficient, and automated function that leverages technology and AI to maximize operational leverage and deliver exceptional customer outcomes.

Key Responsibilities

• Develop and implement a scalable global customer support operating model, including 24/7 support protocols for critical issues.

• Design, document, and optimize all support workflows, SLAs, escalation paths, and knowledge management systems.

• Select, implement, and manage fit-for-purpose support tools and technologies (e.g., ticketing systems, AI-driven automation, customer dashboards) to build an efficient, lean function.

• Establish and monitor key performance metrics (SLAs, response times, resolution times, CSAT) to continuously improve support quality and reliability.

• Create and maintain strong feedback loops with Product, Engineering, and Delivery teams to surface insights, drive product improvements, and reduce recurring issues.

• Provide hands-on leadership, stepping in to resolve complex customer issues and mentor resources within a cross-functional support pod model (no direct reports initially).

• Develop clear reporting and visibility into support volumes, trends, root causes, and operational efficiency.

Key Outcomes (12-18 Months)

• Establishment of a documented, scalable support operating model enabling 24/7 global coverage.

• Implementation of automated systems and AI tools that minimize headcount growth while exceeding SLAs.

• Achievement of >95% SLA adherence and a 50% reduction in Mean Time to Resolution (MTTR) from baseline.

• Establishment of robust feedback mechanisms leading to a measurable reduction in repeat incidents.

• Delivery of clear, actionable reporting on support performance, trends, and operational insights.