Head of Global Support

Jobgether; United States; Remote; USD 160,000 - 220,000; Full time

Benefits offered by this job

Fully remote work environment

Home office stipend

Paid time off

Parental leave

Professional development

Leadership development

Global collaboration

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Leadership experience

Global teams

AI & automation in support

Workforce management

Data-driven decision making

Quality assurance

Customer-centric excellence

Cross-functional collaboration

Crisis management

Education

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

Master’s degree (advantage)

Tools

ERP systems

PMS

POS systems

Payment solutions

Job description

As Head of Global Support, you will lead and transform a large-scale, international customer support organization, overseeing approximately 130 support professionals across multiple regions and time zones. You will play a strategic role in evolving traditional reactive support into a proactive, customer-centric operation powered by AI and automation. Combining operational excellence with a strong people-first approach, you will drive improvements in customer satisfaction, first contact resolution, and response and resolution times. You will oversee workforce planning, service quality, operational performance, and employee wellbeing while ensuring every customer interaction remains personal and effective. Working closely with cross-functional teams, you will identify operational challenges, address root causes, and implement scalable improvements. This is an exciting opportunity to shape the future of global customer support within an innovative, technology-driven hospitality environment.

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 centres or customer support organisations 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 organisations 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 optimisation, and quality assurance programmes.
• Strong understanding of operational metrics, with the ability to analyse 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 labour 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 organisational transformation, and shape the future of AI-enabled customer support.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role’s core requirements. Our system identifies the top-fitted candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!