Global Head of Customer Support (Remote, USA - East/Central Time Zone)

We are seeking a Global Head of Customer Support to lead and scale a world-class, multi-tier support organization across Enterprise and SMB customers for a multi-product SaaS portfolio. This executive leader owns global support strategy, operational standardization, modernization, and cost efficiency, while delivering a consistent, high-quality customer experience worldwide. The role is accountable for harmonizing support practices across regions and products, reducing cost-to-serve, and leveraging AI and automation to improve speed, quality, and scalability. Operating at the intersection of Customer Success, Product, Engineering, Revenue, and Operations, this role ensures a seamless, data-driven post-sale support experience that drives customer satisfaction, retention, and product adoption. Key Responsibilities • Set and execute a global customer support strategy aligned to growth, cost efficiency, and customer experience. • Standardize global support operations across regions, products, and customer segments, including coverage models, tiers, processes, and tools. • Build and lead a high-performing, globally distributed support organization, developing strong regional leadership and talent pipelines. • Own global support performance and operations, including KPIs, forecasting, capacity planning, backlog management, and continuous improvement. • Deliver a consistent, omnichannel, end-to-end support experience across all customer segments and geographies. • Drive automation, AI, self-service, and platform modernization to improve efficiency, scale, and cost-to-serve. • Lead escalations, critical incidents, and executive-level customer engagements. • Use data, analytics, and customer insights to reduce repeat issues, improve product quality, and inform roadmap priorities. • Partner across Sales, Customer Success, Renewals, Product, Finance, Legal, RevOps, and IT to reduce churn, define SLAs, and optimize support economics. • Champion a customer-first, accountable, data-driven culture across global teams. • Travel Requirement - Up to 40% travel domestic and international Required Qualifications • 10-15+ years of progressive leadership experience in Customer Support or Technical Support within multiple SaaS organizations • Proven success leading global, multi-product, multi-tier support organizations at scale for B2C, SMB and Enterprise • Strong track record of improving CSAT, SLA performance, and reducing cost-to-serve • Demonstrated ability to standardize and harmonize processes across regions and teams • Deep expertise in support platforms, automation, and AI-driven support models • Success operating in complex, global, matrixed environments Preferred Qualifications • Experience in high-growth or post-scale SaaS environments • Technical or engineering-adjacent background • Familiarity with ITIL, incident management, and service operations frameworks • Experience leading large-scale support transformations or platform modernization initiatives What we offer: • Work location is Remote, USA (the ideal candidate resides in East or Central time zone USA) • Competitive compensation • Flexible PTO and paid holidays • 401(k) with employer matching • Comprehensive Health insurance package including 100% employer-paid medical coverage • Up to 12 weeks of Parental Leave • Basic Life Insurance, Short-Term & Long-Term Disability, 100% employer-paid • Quarterly teambuilding events, leadership luncheons, and companywide "All Hands" meetings • Open door policy and business casual dress code • We celebrate diversity as one of our core values. Join c-a-r-e and lead change initiatives together with us! Department Customer Support Locations Clearwater, Atlanta, Austin, Chicago, Los Angeles, New York, Richmond, Toronto Remote status Fully Remote Employment type Full-time Type of Job Non Student

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