Global Support Chief - AI-Driven, People-First

Jobgether; Stati Uniti; Remoto; USD 160.000 - 220.000; Tempo pieno

Vantaggi offerti da questo lavoro

Fully remote work environment

Home office stipend

Paid time off

Parental leave

Professional development

Leadership development

Global collaboration

Descrizione del lavoro

Jobgether seeks a Head of Global Support to lead a large-scale, international team of ~130 professionals across LATAM, EMEA and APAC. You will transform reactive service into proactive, AI-powered support while maintaining a personal touch for customers in a fully remote role.

You will drive workforce planning, performance metrics, and continuous improvement, partnering with product and accounts to resolve issues and elevate customer satisfaction at scale.

Competenze

• 8+ years in customer support, service operations or related field.
• 4+ years in leadership roles with direct reports.
• Experience building/scaling high-volume contact centres across multiple channels.
• Proven track record leading globally distributed teams across regions/time zones.
• Experience serving SMB and mid-market/enterprise customers; adaptable service models.
• Hands-on with AI/automation at scale; strong workforce management & QA.
• Strong analytical skills; data-driven approach to improvements.
• Excellent leadership and communication across diverse teams.

Mansioni

• Lead a global support org of ~130 professionals across LATAM, EMEA, APAC.
• Define and execute a global, proactive support strategy.
• Oversee multi-channel operations and ensure consistent delivery across regions.
• Drive performance with workforce management, capacity planning and QA.
• Establish KPIs: FCR, response/resolution times, CSAT, retention.
• Leverage AI/automation to improve efficiency while keeping human touch.
• Develop managers and senior leaders; foster wellbeing and accountability.
• Handle escalations with cross-functional partners (Product, Onboarding, Account Mgmt).
• Identify recurring issues and implement scalable improvements.
• Develop customer recovery/retention initiatives for long-term success.

Conoscenze

Leadership experience

Global teams

AI & automation in support

Workforce management

Data-driven decision making

Quality assurance

Customer-centric excellence

Cross-functional collaboration

Crisis management

Formazione

Bachelor’s degree (Hospitality/Business/Tech).

Master’s degree (advantage)

Strumenti

ERP systems

PMS

POS systems

Payment solutions

Descrizione del lavoro

Jobgether seeks a Head of Global Support to lead a large-scale, international team of ~130 professionals across LATAM, EMEA and APAC. You will transform reactive service into proactive, AI-powered support while maintaining a personal touch for customers in a fully remote role.

You will drive workforce planning, performance metrics, and continuous improvement, partnering with product and accounts to resolve issues and elevate customer satisfaction at scale.