Global Head, Product & 24/7 Customer Support

Smart Energy Water; Irvine (CA); On-site; USD 180,000 - 240,000; Full time

Job summary

Smart Energy Water in Irvine, California, is seeking a Director, Product / Customer Support to lead the global, 24/7 B2B SaaS support organization, partnering with Product Engineering to deliver a best-in-class customer experience.

Reporting to the VP of Customer Success & Support, this role will build a scalable team, drive omni-channel care, leverage analytics, and foster strong relationships with clients and stakeholders across the company.

Qualifications

• 10+ years leading global customer support in a rapidly growing B2B SaaS organization.
• Experience scaling Support teams globally, including working with outsourcing partners.
• Experience creating and managing Support offerings, including 24/7 Support.

Responsibilities

• Lead and develop a high-performing, global customer support organization.
• Partner with Product Engineering and VP to define best practices for care and omni-channel support.
• Drive 24/7 support offerings, self-service, and analytics-driven improvements.

Skills

Global leadership

SaaS support

Data analytics

People development

Cross-functional collaboration

24/7 support

Acquisition integration

Customer focus

Change management

Education

Bachelor’s or Master’s degree

Tools

Salesforce Service Cloud

Job description

Smart Energy Water in Irvine, California, is seeking a Director, Product / Customer Support to lead the global, 24/7 B2B SaaS support organization, partnering with Product Engineering to deliver a best-in-class customer experience.

Reporting to the VP of Customer Success & Support, this role will build a scalable team, drive omni-channel care, leverage analytics, and foster strong relationships with clients and stakeholders across the company.