Global Head of Support & Service Delivery

Tookitaki Holding PTE LTD; Santo Niño 1st; On-site; PHP 7,538,000 - 11,307,000; Full time

Job summary

Tookitaki Holding PTE LTD is seeking a Head of Support to lead a global, commercially focused support function. The role prioritises cost-to-serve and SLA adherence while building a scalable, high-performance team.

The successful candidate will partner with Product, Engineering, and Finance to drive operational excellence and strategic monetisation opportunities for premium support offerings.

Qualifications

• Bachelor's degree in a related field.
• 10 years of leadership in SaaS/support.
• Experience with B2B SaaS/fintech support.
• Experience managing SLAs and cost-to-serve.
• Ability to scale a global support organization.

Responsibilities

• Own the overall Support organisation globally, including people, processes, tooling, capacity planning and performance.
• Drive the Support organisation to break-even at the CTC level, with clear visibility into support revenue, people costs and cost-to-serve.
• Maintain an SLA breach rate below 2% through rigorous queue management, prioritisation, escalation and capacity planning.
• Establish and continuously improve support SLAs, operating procedures, escalation matrices and incident-management processes.
• Build workforce and capacity models based on ticket volumes, complexity, customer commitments and anticipated business growth.
• Improve support productivity through automation, self-service, knowledge management and better use of support tooling.
• Develop clear metrics around ticket volumes, resolution times, SLA performance, utilisation, productivity and cost-to-serve.
• Partner with Product and Engineering to identify recurring product issues and improve root-cause resolution.

Skills

Leadership

SaaS support

Commercial mindset

Stakeholder management

Data-driven decision making

Incident management

Automation

Root-cause analysis

Education

Bachelor's degree in Engineering, Computer Science, Information Systems, Business or related

Tools

Zendesk

Freshdesk

Jira Service Management

ServiceNow

Job description

Tookitaki Holding PTE LTD is seeking a Head of Support to lead a global, commercially focused support function. The role prioritises cost-to-serve and SLA adherence while building a scalable, high-performance team.

The successful candidate will partner with Product, Engineering, and Finance to drive operational excellence and strategic monetisation opportunities for premium support offerings.