Global Head of Customer Support & CX Strategy

Hilo by Aktiia; Neuenburg; Hybrid; CHF 150.000 - 230.000; Vollzeit

Benefits dieser Stelle

Competitive compensation

Hybrid/remote-friendly

International team

Zusammenfassung

Hilo by Aktiia is seeking a Head of Customer Support to own and elevate the global support experience across markets. You will lead two regional team leads and a growing team of agents, shaping strategy, systems, and processes to deliver excellent service as the company scales.

You will drive staffing, define KPIs, oversee quality assurance, and partner cross-functionally to translate customer feedback into product and operational improvements.

Qualifikationen

• 4+ years in a Customer Support leadership role managing managers or team leads.
• Proven track record building and scaling support operations across regions/time zones.
• Experience with Zendesk, Intercom and using AI/automation to improve efficiency.
• Data-driven with KPIs and action plans when metrics drift.
• Excellent communicator who can translate customer needs to leadership.

Aufgaben

• Own global customer support strategy and define a clear roadmap across regions.
• Scale operations with tooling, AI, automation, and external resources.
• Maintain service level standards and ensure high-quality customer experience.
• Lead regional managers and manage staffing from design to hiring decisions.
• Oversee QA, escalation handling, and cross-team collaboration.

Kenntnisse

Leadership

People management

Data-driven

Communication

Empathy

Tools

Zendesk

Intercom

AI & automation

Jobbeschreibung

Hilo by Aktiia is seeking a Head of Customer Support to own and elevate the global support experience across markets. You will lead two regional team leads and a growing team of agents, shaping strategy, systems, and processes to deliver excellent service as the company scales.

You will drive staffing, define KPIs, oversee quality assurance, and partner cross-functionally to translate customer feedback into product and operational improvements.