Head of Global Support (Early-stage B2B SaaS Portfolio)

Role:

We are seeking a seasoned Support Head to establish, lead, and scale our global support function for a fast-growing B2B SaaS platform. This role demands a strategic thinker with deep experience in SaaS customer support operations, proven leadership in building high-performing teams, and a relentless focus on delivering exceptional customer experiences.

You will be responsible for defining the support vision, building the team, implementing best-in-class processes, and acting as the highest escalation point for complex issues. Your leadership will directly influence customer satisfaction, retention, and operational excellence.

Responsibilities:

Leadership & Team Building:

• Build, lead, and mentor a high-performing Customer & Technical Support team across multiple geographies.
• Define team structure, roles, and hiring plans to meet current and future business needs.
• Set clear performance metrics, conduct regular one-on-ones, and provide coaching for career development.
• Design and execute comprehensive onboarding and continuous training programs.

Customer Support Excellence:

• Oversee the resolution of escalated or business-critical issues for enterprise and mid-market clients.
• Ensure world-class SLAs and KPIs (e.g., first response time, resolution time, CSAT, NPS) are consistently met or exceeded.
• Implement proactive support strategies, including ticket deflection, customer education, and self-service tools.

Process, Systems & Strategy:

• Establish and continuously refine support processes, escalation frameworks, and quality assurance measures.
• Implement and optimize support platforms (Zendesk, Hubspot, JIRA, or similar).
• Use analytics to identify trends, recurring issues, and opportunities for process automation.
• Collaborate with Product and Engineering to address root causes and influence roadmap decisions.

Cross-functional Collaboration:

• Act as the

  Voice of the Customer

  within the organization, sharing actionable insights with leadership, Product, Engineering, and Customer Success teams.
• Partner with QA and Product teams during feature releases and updates to ensure readiness for support.
• Contribute to the product roadmap with customer experience and operational efficiency in mind.

Qualifications and Skills:

• Experience: 10+ years in customer/technical support roles within SaaS, with at least 5 years in leadership.
• Proven track record of building and scaling support teams for B2B SaaS platforms.
• Deep understanding of web-based applications, APIs, and cloud platforms.
• Strong analytical skills with the ability to leverage data for decision-making.
• Exceptional communication and stakeholder management abilities.
• Experience managing support for enterprise-level clients and global accounts.

Preferred Qualifications:

• Experience in wholesale, distribution, or e-commerce SaaS products.
• Exposure to working in US/EST time zones or managing 24/7 support teams.
• Strong knowledge of automation, AI-based ticket routing, and self-service strategies.

Why Join Us?

• Lead the support function for a high-growth B2B SaaS company from the ground up.
• Be part of a collaborative and innovative team making a real impact in the wholesale & distribution space.
• Competitive compensation and benefits package.
• Significant autonomy and opportunity to shape the future of customer experience