Job Title: Head of Customer Support (Global Operations)

About the Role:

- We are looking for a dynamic and technically adept Head of Customer Support to lead and scale our global customer support operations.

- As we expand our business footprint, delivering consistent, high-quality customer support across time zones becomes critical. This role demands a strategic leader who combines strong technical expertise, outstanding communication skills, and a process-driven mind-set to manage a high-performing team in a 24/7 support environment.

Key Responsibilities:

Leadership & Strategy

- Build, lead, and inspire a global customer support team delivering 24/7 support.

- Develop and implement the customer support strategy aligned with business growth and customer satisfaction goals.

- Foster a culture of accountability, continuous learning, and excellence within the team.

Customer Operations:

- Manage all global customer interactions across channels (tickets, calls, chat, email).

- Ensure fast and effective resolution of customer issues with high satisfaction levels.

- Establish clear SLAs, escalation procedures, and communication protocols.

Process & Performance Management:

- Define, monitor, and optimize KPIs (ticket resolution time, CSAT, FCR, etc.).

- Implement a scalable ticket management process with clear ownership and reporting.

- Collaborate with the NOC and technical teams to ensure seamless issue resolution.

Technical Enablement:

- Possess deep understanding of our systems and services to guide the support team and engage with technical customers.

- Drive knowledge management and upskilling for support teams on product and system capabilities.

Customer Communication:

- Be the voice of the customer internally, ensuring feedback loops to product, engineering, and leadership teams.

- Represent support in customer-facing situations including escalations, service reviews, and major incident management.

Cross-Functional Collaboration:

- Partner with product, engineering, QA, and NOC to ensure customer-impacting issues are tracked and resolved efficiently.

- Align support workflows with other operational teams to ensure a unified customer experience.

Key Requirements:

- Experience: 10+ years in customer support, with at least 3-5 years in a leadership role managing global support operations.

- Technical Acumen: Strong understanding of software systems, APIs, integrations, and debugging workflows. Prior experience working in SaaS, IT infrastructure, or tech-heavy environments preferred.

- Communication: Excellent written and verbal communication skills. Able to interact effectively with customers and stakeholders at all levels.

- Process-Oriented: Proven experience in designing and managing support processes, including ticketing systems (e.g., Zendesk, Freshdesk, Jira).

- Leadership: Experience building and managing geographically distributed teams in a 24/7 environment.

- Tools & Systems: Familiarity with CRM, monitoring tools, reporting dashboards, and knowledge base platforms.

Preferred Qualifications:

- Bachelor's degree in Computer Science, Information Systems, or related field (MBA is a plus).

- Experience in high-growth, fast-paced environments.

- Should have experience of writing platform support, technical help and on boarding on the platform.