Head of Customer Support

The Head of Customer Support is responsible for leading the overall customer support strategy, ensuring scalable, high-quality support operations that drive customer satisfaction, retention, and business growth. This role combines strategic leadership, operational excellence, and cross-functional influence, with full ownership of support performance, team development, and continuous improvement across all support channels.

 

Strategy, Leadership & Ownership
• Lead, coach, and mentor Team Leaders and Supervisors, building a high-performing, scalable support organization.
• Set clear goals, KPIs, and success metrics aligned with company objectives.
• Drive workforce planning, budgeting, and capacity forecasting.
• Establish a strong performance management culture through regular reviews, coaching, and development plans.
• Contribute to company-level strategic initiatives, including managing planning and discussions around customer support coverage for existing and new markets, if applicable.

Customer Support Operations
• Oversee end-to-end support operations across all channels (email, chat, phone, social).
• Ensure SLAs, CSAT, and quality standards are consistently met and improved.
• Own escalation management and resolution of high-impact customer issues.
• Design, implement, and continuously optimize support processes, workflows, and policies.
• Ensure operational readiness during periods of growth, change, or peak demand.

 

Cross-Functional Collaboration & Customer Advocacy
• Act as the primary customer advocate within the organization.
• Partner closely with Continuous Improvement, Product, Engineering, Marketing, Sales, and other teams to:
• Surface customer insights and recurring issues
• Influence product and process improvements
• Ensure alignment between customer needs and business priorities
• Represent Customer Support in leadership forums and cross-functional initiatives.
• Drive a closed-loop feedback process between Support and internal stakeholders.Customer Experience, Quality & Performance
• Own customer experience metrics including CSAT, FCR, AHT, FRT, Resolution Time, and quality scores.
• Ensure consistent, fair, and high-quality support interactions across the team.
• Personally handle or oversee critical escalations when needed.

 

Tools, Systems & Innovation
• Own the support tech stack (e.g., Zendesk, Salesforce, Freshdesk, QA and analytics tools).
• Drive tool optimization, automation, and AI adoption where appropriate.
• Stay current on industry best practices, emerging technologies, and CX trends.
• Ensure data integrity, reporting accuracy, and system scalability.

 

• Has 7+ years of experience in Customer Support / Customer Service, with 3+ years in a senior leadership role (Head, Director, or equivalent).
• Has relevant industry experience and a strong understanding of customer expectations, regulatory considerations, and operation