Global Service Operations Director

Bellwether Coffee; Berkeley (CA); On-site; USD 150,000 - 180,000; Full time

Job summary

A progressive coffee company headquartered in Berkeley, CA, is seeking a Head of Global Service Operations to lead customer support and service strategy. The role involves overseeing a technical support team and managing service operations worldwide, requiring collaboration with various departments and a commitment to sustainability. Candidates should have 7+ years in technical support leadership, with strong skills in ticketing systems and cross-functional teamwork. This is an onsite position requiring presence at least four days a week.

Qualifications

• 7+ years in customer technical support leadership, ideally with hardware + software experience.
• Proven track record building and scaling support teams in a high-growth environment.
• Excellent cross-functional collaboration skills and executive presence.

Responsibilities

• Build and lead the Technical Support team for all global operations.
• Oversee triage and resolution of all customer trouble tickets.
• Manage the dispatch of service technicians and third-party partners.
• Partner with Supply Chain to ensure timely shipment of parts.
• Drive automation and self-service options to reduce case load.

Skills

Customer technical support leadership

Hardware + software experience

Cross-functional collaboration

Ticketing systems knowledge

Scalability of support teams

Tools

CRM tools

Ticketing systems

Job description

A progressive coffee company headquartered in Berkeley, CA, is seeking a Head of Global Service Operations to lead customer support and service strategy. The role involves overseeing a technical support team and managing service operations worldwide, requiring collaboration with various departments and a commitment to sustainability. Candidates should have 7+ years in technical support leadership, with strong skills in ticketing systems and cross-functional teamwork. This is an onsite position requiring presence at least four days a week.