Technical Leadership Role We are seeking a seasoned technical leader to join our support team and drive global customer satisfaction through scalable processes, effective cross-regional team management, and continuous process improvement. This role is ideal for a dynamic individual with experience in building and scaling international support operations. You will be responsible for defining and implementing global support structures, managing SLAs, improving reporting and knowledge management, and collaborating closely with Product, Sales, and Customer Success teams across the organization. - Key Responsibilities: - Lead, mentor, and grow a high-performing, geographically distributed support team. - Develop and implement a global customer support strategy aligned with the company's customer success and product goals. - Define and enforce global SLAs, KPIs, and quality standards; provide regular reporting to senior leadership. - Create a unified support structure that ensures regional consistency while allowing for localized flexibility. Process Ownership & Operational Excellence: - Design and continuously improve global support workflows, escalation procedures, and handover mechanisms between time zones. - Ensure comprehensive issue resolution from intake to close, maintaining rigorous adherence to SLAs across all geographies. - Optimize the use of support tools (e.g., Salesforce, Jira), automate repetitive tasks, and implement best practices globally. - Develop global onboarding and training processes to ensure support team members are equipped to deliver world-class service. Cross-Functional Collaboration & Client Partnership: - Act as a global liaison between support, product, engineering, account management, and customer success teams. - Analyze and surface global support trends, championing customer feedback to drive continuous product improvement. - Lead major incident response efforts globally, ensuring clear internal coordination and external communication. - Work closely with regional account managers and client services teams to tailor support experiences by market. Knowledge & Reporting Infrastructure: - Own the development and maintenance of a global support knowledge base, including client-facing documentation and internal playbooks. - Build out real-time dashboards and recurring reports to monitor team performance, case volume, satisfaction scores, and resolution times. - Champion a data-driven culture within support, using analytics to make informed decisions and advocate for change. Requirements: - A minimum of 3 years of experience in technical or customer support roles, with at least 1 year in a global leadership position. - Proven track record of building and scaling international support operations, teams, and infrastructure. - Deep experience managing SLA performance, case triage, escalations, and quality assurance across time zones. - Excellent communication skills in English (other languages are a plus). - Hands-on experience with enterprise support platforms such as Salesforce Service Cloud, Jira, or similar. - Ability to influence senior stakeholders and collaborate across product, sales, and technology teams. - Strong organizational, project management, and analytical skills, with an eye for detail and process optimization. - Comfortable working in a fast-paced, high-growth, international environment. - Growth mindset and continuous improvement orientation; passionate about customer experience. What We Offer: - A leadership opportunity with global reach and impact. - A hybrid working model with flexibility, including remote work options. - Collaborative international team culture with career development opportunities. - Access to innovative technologies and tools to drive business growth.