What you’ll do

As Head of Global Customer Support, you will lead and scale our global Customer Support organization to deliver fast, high-quality and consistent customer experiences across regions and channels. You will own the global support strategy, operating model and performance outcomes – balancing standardisation with regional nuances – and work cross‑functionally with Product, Engineering, Customer Success and Sales to improve customer health, retention and cost‑to‑serve.

Global Strategy & Operating Model:

• Own the multi‑year vision and roadmap for global support, including service tiers, coverage, channel strategy and follow‑the‑sun operations.
• Architect and run a 24/7 operating model, including regional hubs, escalation paths, and on‑call rotations, supported by robust SOPs and governance.

Operational Excellence & Performance Management:

• Define and manage global SLAs (e.g. FRT, re...