Head of Support
Based in our Bangkok Global Operations Center, you will lead the team responsible for the technical "heartbeat" of our music streaming and digital signage footprint. You will manage 24/7 support operations, oversee global content scheduling, and act as the technical backbone for our Deployment Department.
Key Responsibilities
A. Manage & Grow Global Support (24/7 Operations)
- Global Team Leadership: Recruit, mentor, and scale a high-performing technical team in Bangkok.
- Follow-the-Sun Architecture: Design and manage shift rotations to provide 24/7 coverage.
- Knowledge Management: Build a "Source of Truth" internal Wiki and a library of Canned Responses (English/Thai) to ensure consistent, lightning-fast troubleshooting for global clients.
B. SLA Design, Execution & Global Reporting
- Strategic SLA Design: Define and enforce Service Level Agreements (SLAs) tailored to regional demands.
- Global Health Analytics: Deliver weekly "Proof of Play" and Uptime reports. Identify regional trends, such as specific hardware failures or ISP issues.
C. Content Scheduling
- Global Content Brief Execution: Oversee the team’s scheduling of visual playlists and music "mood-tagging" based on localized marketing calendars.
- Music Streaming Stability: Manage global stream health, troubleshooting audio-specific issues like buffering, amp connectivity, and zone balancing.
D. Deployment Support & Pre-Sales
- Technical Support for Deployment: Act as the primary technical resource for the Deployment Dept. Your team provides player provisioning, cloud configuration, and real-time remote support for field installers during global rollouts.
- Pre-Sales Technical Engineering: Partner with Sales to vet customer networks internationally. This includes navigating the "Great Firewall" of China and high-security enterprise firewalls in the US/Europe.
E. Customer Onboarding & Training
- System Training: Conduct high-impact remote training for new global customers, ensuring they are proficient in using the CMS and Music management portals.
- Technical Transition: Own the "Day 1" handover from the Deployment team to Support, ensuring a seamless start for the client.
Requirements
- 3+ years in Key Account Management, Customer Success, or Service Operations.
- Experience managing enterprise clients and service performance metrics.
- Leadership experience managing teams.
- Strong communication and presentation capabilities.
- Ability to liaise between customers, software vendors, and technical teams.
- Familiarity with CMS platforms, digital signage, or media workflows is a strong plus.
- Analytical and data-driven with reporting experience.
- Customer-centric and problem-solving mindset.
- Enjoys building, improving, and scaling processes from scratch
- Thrives in multicultural teams with diverse workstyles.
Benefits
We offer you the opportunity to play an instrumental role in the growth of a young, fast-growing product and company. As an early team member, you will help shape our culture, team, and strategic direction, working closely with the COO throughout our expansion journey.
We foster an open mindset and operate with a flat hierarchy, where every opinion matters and everyone has the opportunity to make a real impact. We are competitive, value strong team spirit, and believe in celebrating our wins while working together to overcome challenges.
We place a high degree of trust in our people. With strong ownership and responsibility, we avoid micromanagement and empower each other to succeed through close collaboration and teamwork.
In addition to a competitive salary, we offer medical insurance appropriate to the role and seniority, as well as performance-based incentives.