, our flagship Knowledge Base platform, we re on a mission to redefine how businesses capture, share, and scale product knowledge. As we scale, we re looking for a proven

Head of Customer Support

who can build a best-in-class support function that ensures delightful, scalable, and proactive experiences for our customers.

Why this role matters:

Customer support is the frontline of customer experience and a critical growth level for Document360. We re looking for a leader who can

scale global support operations, elevate customer experience, and build a high-performing support culture

all while aligning closely with product, sales, and success teams.

Key Responsibilities:

Strategic Leadership:

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.

Operational Excellence:

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.

Customer Advocacy:

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.

Technology System:

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

Cross-functional collaboration:

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.

Financial Resource Management:

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

What were looking for:

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.

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Head of Customer Support

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Job Type

Job Description

Document360

Head of Customer Support

Why this role matters:

scale global support operations, elevate customer experience, and build a high-performing support culture

Key Responsibilities:

Strategic Leadership:

Team Building Leadership:

Operational Excellence:

Customer Advocacy:

voice of the customer

Technology System:

Cross-functional collaboration:

Financial Resource Management:

What were looking for:

Must-have experience:

Skills Trait:

More Jobs at Kovaico