Head of Customer Support

• Biztalk360
• Turbo360
• Document360

Why this role matters:

• Define and execute the global customer support strategy for Document360 in line with company growth goals.
• Set long-term vision, build scalable processes, and align support KPIs with business outcomes.
• Define and execute a ticket deflection strategy using AI, automation, and self-service experiences.
• Champion AI-driven customer experiences: AI agents, auto-suggested answers, intent recognition, AI search.
• Increase self-service adoption by building frictionless knowledge base journeys.

Team Building & Leadership:

• Build, lead, and mentor a world-class support organization (Tier 1–Tier 3, escalation teams).
• Drive a culture of accountability, empathy, and continuous improvement.
• Scale hiring, training, and career development for support managers and specialists.

• Establish and continuously refine support processes, SLAs, and escalation protocols.
• Monitor KPIs including CSAT, NPS, FRT, ART, and resolution rates—using data to optimize performance.
• Leverage automation, self-service, and AI-driven tools to reduce ticket volumes and improve efficiency.

• Act as the voice of the customer internally ensuring customer pain points feed into product roadmaps.
• Build strong relationships with enterprise customers, especially during escalations and renewals.

• Own the support tech stack—CRM, helpdesk, live chat, analytics, and knowledge management tools.
• Champion Document360 internally by embedding it into the support workflow.

• Partner with Product, Success, and Sales to ensure a seamless end-to-end customer journey.
• Provide insights to GTM teams on customer sentiment, support trends, and feature adoption.

• Own departmental budget—balancing cost efficiency with high-quality support.
• Justify investments in tools, automation, and training with measurable ROI.

Must-have experience:

• 10–15+ years in customer support/experience leadership in SaaS (at least 5 years in a senior leadership role).
• Proven track record of scaling global support teams in a high-growth B2B SaaS environment.
• Strong operational expertise in support metrics, escalation management, and process design.
• Demonstrated experience in enterprise-level support (Fortune 1000 / large-scale B2B accounts).
• Deep familiarity with support tools such as Zendesk, Freshdesk, Salesforce Service Cloud, or equivalent.

Skills & Trait:

• Strategic thinker with strong execution capability.
• Exceptional communicator and relationship builder (internal & external).
• Data-driven decision-maker with analytical rigor.
• Empathetic leaders who inspire trust and drives accountability.
• Passion for customer experience and building scalable, customer-first operations.

Equal Opportunities:
Kovai.co is committed to building a workforce that reflects the richness of our society. We believe in fostering a culture of belonging and respect for all. Kovai.co stands firmly against discrimination, ensuring equal opportunity for everyone to build a successful career.