Lead and scale global Customer Support across regions and channels.
Own global support strategy, operating model and outcomes.
Collaborate with Product, Engineering, CS and Sales to improve health, retention and cost-to-serve.
Architect and run a 24/7 operating model with hubs, escalation paths, and on-call rotations.
Define and manage global SLAs and analytics (CSAT, NPS).
Build a high-performing global team and own vendor/BPO strategy.

🎯 Requirements

10+ years in CS/Customer Experience/Service Ops, 5+ years leading global teams.
Proven track record improving CSAT, resolution time, backlog, cost-to-serve.
Operational leadership in capacity planning, forecasting, scalable processes.
Partner with Product/Engineering on incident management and launches.
Strong analytics: Excel/Sheets and BI tools (Looker/Tableau/Power BI); SQL.
Hands-on AI/automation in Support (LLM agent assist, triage, knowledge) with governance.

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