Global Head of Customer Support & Experience

United States Digital Space LLC; United States; On-site; USD 155,000 - 175,000; Full time

Benefits offered by this job

Health & wellness perks

Equity

Job summary

the company® is hiring a Director of Support to shape and own the customer experience for our global B2B SaaS customers. You will lead a multi-region management team, define the operating model, and own budget, capacity, and premium support strategies.

You will oversee offshore partnerships, drive automation and AI-enabled deflection, and partner with Product, Engineering, and Sales to deliver measurable CSAT and SLO improvements.

Qualifications

• Experience leading a B2B SaaS support organization through meaningful change.
• Several years of experience managing managers and developing leaders.
• Experience managing a support budget and capacity models.
• Experience deploying AI in a support context with measurable impact.
• Experience working with a strong technical operations partner.

Responsibilities

• Lead the management team across US, UK, and Australia.
• Own the operating model and capacity planning.
• Manage offshore and partner capacity and ensure parity of quality and SLOs.
• Own the budget, headcount, and tooling spend.
• Set the quality bar and KPI/SLO framework.
• Design and launch premium/enterprise support with tiered SLAs.

Skills

B2B SaaS leadership

Budget management

Offshore/onsite operations

AI in support

Vendor management

Tools

Zendesk

Assembled

Looker

Job description

the company® is hiring a Director of Support to shape and own the customer experience for our global B2B SaaS customers. You will lead a multi-region management team, define the operating model, and own budget, capacity, and premium support strategies.

You will oversee offshore partnerships, drive automation and AI-enabled deflection, and partner with Product, Engineering, and Sales to deliver measurable CSAT and SLO improvements.