Global Support Leader: AI-Driven & Remote

Jobgether; United States; À distance; USD 160 000 - 220 000; Plein temps

Avantages offerts par ce poste

Remote-first environment

High compensation

Paid time off

Parental leave

Home office stipend

Professional development

Leadership training

Global culture

Career growth

Résumé du poste

Jobgether is seeking a Head of Global Support to transform a large-scale customer service organization across multiple regions. You will lead about 130 professionals, embedding AI and automation to deliver proactive, customer-centric service while sustaining personal interactions.

You will drive workforce planning, define KPIs, and partner with cross-functional teams to resolve complex issues, improve CSAT, and shorten response times.

Qualifications

• 8+ years of experience in customer support or service operations, incl. 4+ years leading others.
• Experience scaling high-volume contact centers across multiple regions/time zones.
• Proven track record with AI and automation at scale in customer support.

Responsabilités

• Define and execute a global support strategy across LATAM, EMEA, and APAC.
• Lead a 130-person team including managers and senior leaders.
• Drive metrics: FCR, response/resolution times, CSAT, retention.
• Oversee workforce planning and capacity to meet demand.
• Collaborate with Product, Onboarding, and Account Management to resolve issues.
• Implement scalable improvements to reduce workload and raise service quality.
• Develop customer recovery and retention initiatives.

Connaissances

Leadership

Global team management

Customer support excellence

AI and automation

Strategic planning

Cross-functional collaboration

Formation

Bachelor's degree in Hospitality/Business/Technology

Master's degree (advantage)

Outils

ERP systems

PMS (Property Management System)

POS systems

AI automation tooling

Description du poste

Jobgether is seeking a Head of Global Support to transform a large-scale customer service organization across multiple regions. You will lead about 130 professionals, embedding AI and automation to deliver proactive, customer-centric service while sustaining personal interactions.

You will drive workforce planning, define KPIs, and partner with cross-functional teams to resolve complex issues, improve CSAT, and shorten response times.