Related skills
looker sql tableau confluence ai📋 Description
- Lead global customer support strategy and operating model; role based in Singapore.
- Architect and run a 24/7 follow-the-sun support model with regional hubs.
- Define global SLAs and own analytics engine (CSAT, NPS).
- Design and optimize the global support tech stack (ticketing, telephony, chat, knowledge).
- Drive self-service and deflection via knowledge management and in-product guidance.
- Bridge Support with Product/Engineering for incident management and bug triage.
🎯 Requirements
- 10+ years in Customer Support / CX / Service Operations, with 5+ years leading multi-region teams.
- Proven track record improving CSAT, resolution time, backlog and cost-to-serve.
- Operational leadership in capacity planning, queue/workforce management, forecasting.
- Deep experience partnering with Product and Engineering on incident management and product launches.
- Strong analytics with Excel/Sheets and BI tools Looker, Tableau, Power BI; SQL is a plus.
- Hands-on AI and automation in Support with governance around accuracy and privacy.
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