Head of Global Support - Canada

Ashby; Brasil; Teletrabalho; BRL 481.000 - 696.000; Tempo integral

Resumo da oferta

A leading B2B SaaS company in Brazil is seeking a head of customer support to lead a global team. The ideal candidate will have proven experience in scaling high-performing support teams and be adept at data-driven decision-making. The role includes collaboration with product teams to enhance customer outcomes and requires excellent communication skills. This position offers a competitive salary, unlimited PTO, and comprehensive health benefits.

Serviços

Competitive salary and equity package

Unlimited PTO

12 weeks fully paid parental leave

Generous budget for equipment and software

$100/month education budget

Top-tier health insurance

Qualificações

• Proven experience leading and scaling customer support teams in B2B SaaS.
• Expertise in support operations, including SLAs and schedule optimization.
• Ability to clarify complex concepts and advocate for the team.

Responsabilidades

• Lead and scale a global support team for exceptional customer support.
• Collaborate with teams to align support insights with product outcomes.
• Drive continuous improvement in support processes.

Conhecimentos

Leading high-performing customer support teams

Strong command of support operations

Excellent communication skills

Data-driven decision-making

Descrição da oferta de emprego

Employer Industry: B2B SaaS Solutions

Why consider this job opportunity:

• Competitive salary and equity package
• Unlimited PTO, encouraging work-life balance
• 12 weeks of fully paid parental leave
• Generous budget for equipment, software, and office furnishings
• $100/month education budget for professional development
• Top-tier health insurance coverage for you and your dependents, with 100% of premiums paid by the employer

What to Expect (Job Responsibilities):

• Lead and scale a global support team, including managers and technical contributors, to deliver exceptional customer support
• Collaborate with cross-functional teams to align support insights with product development and customer outcomes
• Drive continuous improvement and automation in support processes, including the evolution of a 24/7 support model
• Utilize data and metrics to enhance support efficiency and quality, addressing customer issues proactively
• Develop and implement training programs to empower support team members

What is Required (Qualifications):

• Proven experience leading and scaling high-performing customer support teams in a B2B SaaS environment
• Strong command of support operations, including SLAs, schedule optimization, and queue management
• Experience in designing efficient support models, including 24/7 coverage and escalation workflows
• Excellent communication skills, with the ability to clarify complex concepts and advocate for both the support team and customers
• Familiarity with data-driven decision-making to improve customer experience and support processes

How to Stand Out (Preferred Qualifications):

• Experience building and leading a full-scale support organization, covering all aspects from front-line to escalations
• Background in successfully supporting complex product solutions rather than point solutions
• Ability to navigate both strategic priorities and operational details effectively
• Experience in high-growth environments, particularly with Series D or later companies

#B2BSaaS #CustomerSupport #LeadershipOpportunity #UnlimitedPTO #DiversityAndInclusion

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