Global Customer Support Leader - Scale & Delight

Phocas Software; Costa Mesa (CA); Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Health Care Plan

Life Insurance

Paid Time Off

Family Leave

Work From Home

Wellness Resources

Job summary

Phocas Software seeks a Head of Global Support to lead our worldwide team and define the support strategy, policies, and processes that drive customer satisfaction across regions. You will partner with Product, Engineering, Customer Success and Professional Services to reduce issues, improve usability, and scale a high‑performing, customer‑centric global team.

The role requires 5+ years in a senior leadership position in technical support, strong data analytics skills, and SaaS experience; a

Qualifications

• 5+ years in a senior leadership role within Technical Support, Helpdesk, or Professional Services.
• Proven coaching, delegation and development of high-performing individuals.
• Strong technical acumen and experience with Data Analytics, FP&A, ERP, or BI software.
• Interprets data, draws insights, and drives performance improvement.
• Track record of delivering results at scale in fast-paced environments.
• Customer outcomes focus; fosters a customer-centric culture.
• Excellent written and verbal communication; adaptable across audiences.
• Tertiary qualification or equivalent industry experience.

Responsibilities

• Lead the global support team with cross-time-zone accountability.
• Define and deliver the global support vision, strategy, and objectives.
• Improve processes and drive efficiency with data-driven insight.
• Collaborate with Product, Engineering, Customer Success and Professional Services.
• Develop recruitment pipelines and onboarding for technical staff.
• Reproduce and escalate bugs, address root causes with Product/Engineering.
• Build differentiated support offerings to meet diverse customer needs.

Skills

Senior leadership

Global teams

Customer-centric

Operational analytics

Data analytics

Education

Tertiary degree

Tools

Data Analytics

FP&A

ERP

Business Intelligence

Job description

Phocas Software seeks a Head of Global Support to lead our worldwide team and define the support strategy, policies, and processes that drive customer satisfaction across regions. You will partner with Product, Engineering, Customer Success and Professional Services to reduce issues, improve usability, and scale a high‑performing, customer‑centric global team.

The role requires 5+ years in a senior leadership position in technical support, strong data analytics skills, and SaaS experience; a