Global Head of Customer Support & Experience

Allbridge, LLC; North Carolina; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical and Prescription options

401(k) Profit-Sharing Retirement plan

Flexible Paid Time Off

Job summary

Allbridge, LLC is seeking a seasoned head of Technical Support Operations to lead the global support strategy, drive customer advocacy, and optimize cross-functional collaboration across product, engineering, and sales. The role focuses on scalable, data-driven improvements that protect revenue and improve retention.

The ideal candidate has 7+ years in support leadership, strong communication skills, and a track record of delivering best-in-class customer experiences in a high-volume

Qualifications

• Bachelor’s degree from an accredited university.
• 7+ years in customer support with increasing leadership responsibilities.
• Experience in Managed Services, Data-Networking, Voice and Video.
• Ability to lead in a fast-paced, high-volume environment with attention to detail.
• Proven proficiency in call center operations and customer communications.
• Strong written and verbal communication skills.
• Willingness to travel up to 10%.

Responsibilities

• Strategic Leadership: Sets the global vision and roadmap for technical support operations.
• Customer Advocacy: Represents customer voice across product, engineering, and sales to fix recurring bugs.
• Customer Escalation Management: Owns executive escalation processes and rapid issue resolution.
• Operational Excellence: Improves workflows, tools, and AI/automation to boost efficiency.
• Team Development: Mentors leaders and builds career paths for a high-performing culture.
• Cross-Functional Collaboration: Partners with product/engineering to prioritize fixes by customer impact.
• Compliance Management (Brand): Leads governance and reporting accuracy.
• Financial Management: Manages budget, licensing costs, and staffing with productivity metrics.

Skills

Leadership

Strategic Planning

Customer Advocacy

Crisis Management

Data-driven Decision Making

Executive Communication

Education

Bachelor's degree

Tools

Excel

SharePoint

Microsoft Project

Salesforce/Netsuite (optional)

Job description

Allbridge, LLC is seeking a seasoned head of Technical Support Operations to lead the global support strategy, drive customer advocacy, and optimize cross-functional collaboration across product, engineering, and sales. The role focuses on scalable, data-driven improvements that protect revenue and improve retention.

The ideal candidate has 7+ years in support leadership, strong communication skills, and a track record of delivering best-in-class customer experiences in a high-volume