Lead a globally distributed team of support professionals, including 3 direct Manager-level reports.
Foster a high-performing, inclusive team culture centered around accountability, learning, and continuous improvement.
Drive career development and technical growth for support engineers.
Design and evolve customer support delivery models tailored to different tiers (e.g., standard vs. premium).
Develop and maintain a 24/7 global support strategy aligned with SLAs and customer expectations.
Advise on and support implementation of support billing and monetization strategies.
Act as a senior customer advocate internally, partnering closely with Sales, Strategic Accounts, Product, and Engineering.
Define and track KPIs for support efficiency, CSAT, resolution times, and customer outcomes.
Drive automation, tooling improvements, and scalable processes to support growth.
Maintain high standards for support quality and adherence to service levels.
Collaborate with Finance and Product to develop pricing models for support offerings and advise on billing structures.
Create an environment that supports continuous technical learning, certification, and skill development for team members.

Bachelor’s degree required; Master’s degree in Business, Engineering, or related field preferred.
10+ years of experience in customer support or customer success, with at least 5 years in a senior leadership role.
Proven track record of managing global support teams, including people management across time zones and cultures.
Experience supporting technical products or services, ideally in the B2B SaaS or technology industry.
Demonstrated ability to plan strategically and execute tactically in fast-paced environments.
Strong financial acumen, including experience advising on or creating support billing/pricing models.
Excellent communication and interpersonal skills, with a proven ability to build relationships with customers, executives, and internal stakeholders.
Passion for customer satisfaction and a drive to create scalable, sustainable support models.
Proficient with support tools and platforms (e.g., Zendesk, Salesforce Service Cloud, Intercom).
Experience leading tiered or premium support offerings.
Familiarity with ITIL or other service management frameworks.
Prior involvement in post-sales customer experience or success roles.
Background in technical support for infrastructure, developer tools, APIs, or complex enterprise software.

Pay range: $22K - $270K

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