Head of Global Support

Jobgether; Oregon; Hybrid; USD 160,000 - 220,000; Full time

Benefits offered by this job

Remote-first environment

Paid time off

Fully paid parental leave

Home office stipend

Professional development

Leadership training

Inclusive global culture

Career growth

Job summary

Jobgether is looking for a Head of Global Support in the United States to lead a diverse, global team of ~130 professionals. You will shape strategy, drive proactive customer partnerships, and ensure high-quality service across phone, chat, email, and messaging.

You will oversee workforce planning, KPI optimization, and data-driven improvements while leveraging AI to boost efficiency. Remote-first role with global collaboration.

Qualifications

• 8+ years in customer support or service operations with 4+ years in leadership.
• Bachelor's degree in Hospitality, Business, Technology, or related field or equivalent experience.
• Experience building and scaling high-volume contact centers across multiple channels.
• Proven leadership of globally distributed teams across regions, time zones, languages, and cultures.

Responsibilities

• Lead a global support org of ~130 professionals across LATAM, EMEA, APAC.
• Define and execute a proactive, customer-focused global support strategy.
• Oversee multi-channel operations with consistent service across regions.
• Drive performance via workforce management, capacity planning, and QA.

Skills

Leadership

Global team management

AI & automation

Workforce management

KPI monitoring

Crisis management

Cross-functional collaboration

Data-driven decisions

Education

Bachelor's degree in Hospitality/Business/Technology

Master's degree (advantage)

Tools

ERP systems

PMS systems

POS systems

Payment solutions

Job description

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Head of Global Support based in the United States.

Accountabilities

• Lead and develop a global customer support organization of approximately 130 support professionals, including coaches and advanced support specialists across LATAM, EMEA, and APAC.
• Define and execute the global support strategy, transforming reactive service operations into proactive, customer-focused partnerships.
• Oversee high-volume, multi-channel support operations across phone, chat, email, and messaging, ensuring consistent service delivery across regions.
• Drive operational performance through workforce management, capacity planning, queue health monitoring, quality assurance, and data-driven decision-making.
• Establish, monitor, and optimize key performance indicators, including first contact resolution, response and resolution times, customer satisfaction, and customer retention.
• Leverage AI-powered solutions and automation to improve support efficiency, streamline workflows, and enhance the customer experience without compromising human interaction.
• Lead and empower managers and senior leaders, fostering accountability, collaboration, employee wellbeing, and continuous professional development.
• Manage complex escalations and crisis situations while partnering with Product, Onboarding, and Account Management teams to resolve customer issues effectively.
• Identify recurring operational challenges, address root causes, and implement scalable improvements that reduce unnecessary workloads and improve service quality.
• Develop customer recovery and retention initiatives to strengthen relationships and support long-term customer success.

Requirements

• At least 8 years of experience in customer support, customer service, or service operations, including 4+ years in leadership positions with direct experience managing other leaders.
• Bachelor's degree in Hospitality, Business, Technology, or a related field, or equivalent professional experience.
• Proven experience building and scaling high-volume contact centers or customer support organizations across phone, chat, email, and messaging channels.
• Demonstrated success leading large, globally distributed teams across multiple regions, time zones, languages, and cultural environments.
• Experience managing support organizations serving both SMB and mid-market or enterprise customers, with the ability to adapt service models to different customer needs.
• Strong background supporting complex operational software platforms, such as ERP, PMS, POS, payment solutions, or similar business-critical technologies.
• Hands-on experience implementing AI and automation at scale, alongside expertise in workforce management, capacity planning, queue optimization, and quality assurance programs.
• Strong understanding of operational metrics, with the ability to analyze performance data, identify root causes, and implement measurable improvements.
• Excellent leadership, communication, and people management skills, combining empathy with accountability and the ability to rebuild team engagement in demanding environments.
• Proven crisis management and escalation-handling capabilities, with experience collaborating effectively across multiple departments.
• A continuous improvement mindset, with a practical approach to testing solutions, eliminating inefficient processes, and scaling successful initiatives.

Additional qualifications that would be an advantage

• Senior leadership experience managing managers across multiple geographical regions.
• A Master's degree or other advanced qualification in Hospitality, Business, or a related discipline.
• Experience developing customer recovery strategies or retention initiatives for at‑risk accounts.
• Previous experience in hospitality or hospitality technology, particularly in property operations, hotel distribution, or property management systems.

Benefits

• Competitive compensation: Annual salary ranging from USD 160,000 to USD 220,000, depending on skills and experience.
• Compensation packages above this range may also be considered.
• Remote-first environment: Fully remote working model, offering flexibility to work from your preferred location.
• Paid time off: Vacation and leave entitlements in accordance with applicable local labor requirements.
• Fully paid parental leave: Financial support for eligible employees during parental leave.
• Home office support: Home office stipend based on country of residence.
• Professional development: Access to dedicated learning resources, professional development courses, and training opportunities.
• Leadership development: Opportunities for management training, upskilling, and knowledge sharing.
• Inclusive global culture: Collaborate with international professionals across multiple countries, backgrounds, and areas of expertise.
• Career growth: Opportunity to influence global operations, lead organizational transformation, and shape the future of AI-enabled customer support.