Global Head of Support & SLA Excellence

Tookitaki Holding PTE LTD; Singapore; On-site; SGD 180,000 - 240,000; Full time

Job summary

Tookitaki Holding PTE LTD is seeking a Head of Support to lead our global services organization, delivering excellent customer outcomes while driving operational efficiency. The role owns the end-to-end performance of the Support function and builds the operating model, processes, and governance for scalable, cost-conscious service delivery.

You will steer the team across regions, collaborate with Product and Engineering to reduce issues, and ensure predictable SLAs while pursuing financial

Qualifications

• Bachelor's degree in Engineering, Computer Science, Information Systems, Business or related discipline.
• 10+ years in technical or customer support with leadership experience.
• Experience leading a B2B SaaS/fintech support operation with SLAs.
• Experience managing high-volume, mission-critical support with cost-to-serve.

Responsibilities

• Own the global Support organisation including people, processes, tooling, capacity planning and performance.
• Drive the Support organisation to break-even at the CTC level with visibility into revenue and costs.
• Maintain an SLA breach rate below 2% through queue management and capacity planning.
• Establish and continuously improve support SLAs, procedures, escalation matrices and incident-management processes.
• Build workforce and capacity models based on ticket volumes, complexity and growth.
• Collaborate with Product and Engineering to improve root-cause resolution and reduce repeat issues.
• Work with Customer Success, Sales and Finance to understand commitments and monetise premium support.
• Recruit, coach and develop a high-performance support team with clear accountability.

Skills

Commercial mindset

Leadership

SaaS support leadership

Process optimization

Data-driven decision making

Stakeholder management

Budgeting & headcount planning

Customer escalation handling

Education

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

Tools

Zendesk

Freshdesk

Jira Service Management

ServiceNow

Job description

Tookitaki Holding PTE LTD is seeking a Head of Support to lead our global services organization, delivering excellent customer outcomes while driving operational efficiency. The role owns the end-to-end performance of the Support function and builds the operating model, processes, and governance for scalable, cost-conscious service delivery.

You will steer the team across regions, collaborate with Product and Engineering to reduce issues, and ensure predictable SLAs while pursuing financial