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.
Qualifications
Who You Are (Competencies)
Strategic & Hands-On Leader: You can design a modern SaaS support function but are equally willing to roll up your sleeves to handle complex issues.
Enterprise-Centric: You deeply understand the high-stakes expectations of B2B and enterprise customers, including those in regulated sectors.
Systems & Process Architect: You have proven experience designing efficient workflows, escalation models, and knowledge bases using best-in-class tooling.
Technically Fluent: You are comfortable discussing software products and can translate customer issues into clear, actionable insights for technical teams.
Cross-Functional Collaborator: You excel at working with Product, Engineering, Customer Success, and Delivery to solve problems and drive systemic improvements.
Data-Driven: You use metrics and trends to guide decisions, improve efficiency, and enhance the customer experience.
Experience Required
5+ years in customer/technical support or customer operations within a B2B or enterprise SaaS environment.
Proven experience building or significantly scaling a support function (processes, systems, or teams).
Demonstrated ability in leveraging AI and automation within a support context.
Strong track record of cross-functional collaboration with Product and Engineering teams.
Experience balancing long-term strategic planning with day-to-day operational execution.
Background supporting technically complex, mission-critical software platforms is highly preferred.
Cultural Fit & Values
Operates with transparency, honesty, and a collaborative spirit.
Possesses a strong sense of ownership.
Exhibits curiosity and resilience in a fast-paced, scaling environment.
Thrives in high-growth, resource-constrained settings with a builder mentality.
Key Requirements (Must Haves)
- Deep empathy and intrinsic motivation to champion customer success.
Experience leading or building a customer support function in a B2B/enterprise SaaS company.
Sound understanding and practical experience applying AI in a support context.
Proven ability to work cross-functionally, especially with Product and Engineering teams.
A hands-on leadership style coupled with strategic thinking and execution capability.
Experience supporting technically complex software products.
Additional Information
Preferred Experience (Nice-to-Haves)
Experience within EV, energy, infrastructure, or industrial SaaS domains.
Exposure to 24/7 or follow-the-sun global support models.
Experience supporting customers across multiple regions and time zones.
Prior experience in a scaling start-up or high-growth environment.
Note: This is a mid-senior, hands-on management role. You will be the architect and owner of the support system, leveraging technology for maximum efficiency in a lean scale-up environment