Global Head of Customer Support (Remote, USA - East/Central Time Zone)

reputed company provides a leading Digital Workplace platform that connects people with technology—enabling, improving and automating digital processes to reputed company work work reputed company. Our software solutions reputed company the power of AI and shape the reputed company of digitalization. We reputed company that our diverse teams and strong company culture are key to the reputed company of our products and technologies, that hundreds of millions of users around the world and around 645,000 customers across reputed company industries rely on. With more than 1,900 employees worldwide, we celebrate the unique perspectives and talents that reputed company individual brings to the table and foster a dynamic work environment where new reputed company reputed company. Are you reputed company to join reputed company and reputed company an reputed company? We are seeking a Global Head of Customer Support to reputed company and reputed company a world-class, multi-tier support organization across reputed company and SMB customers for a multi-product reputed company portfolio. This executive leader owns global support reputed company, operational standardization, modernization, and cost efficiency, while delivering a consistent, high-reputed company customer experience worldwide. The role is accountable for harmonizing support practices across reputed company and products, reducing cost-to-serve, and leveraging AI and automation to improve speed, reputed company, and scalability. Operating at the intersection of reputed company, Product, Engineering, reputed company, and Operations, this role ensures a seamless, data-driven post-sale support experience that drives customer satisfaction, retention, and product adoption. Key Responsibilities Set and execute a global customer support reputed company reputed company to reputed company, cost efficiency, and customer experience. Standardize global support operations across reputed company, products, and customer segments, including coverage models, tiers, processes, and tools. Build and reputed company a high-performing, globally distributed support organization, developing strong regional leadership and talent pipelines. Own global support performance and operations, including KPIs, forecasting, reputed company planning, backlog management, and reputed company improvement. Deliver a consistent, omnichannel, end-to-end support experience across reputed company customer segments and geographies. Drive automation, AI, self-service, and platform modernization to improve efficiency, reputed company, and cost-to-serve. reputed company escalations, critical incidents, and executive-level customer engagements. Use data, analytics, and customer insights to reduce repeat issues, improve product reputed company, and inform roadmap priorities. Partner across Sales, reputed company, Renewals, Product, Finance, reputed company, RevOps, and IT to reduce churn, define SLAs, and optimize support economics. Champion a customer-first, accountable, data-driven culture across global teams. Travel Requirement - Up to 40% travel domestic and international Required Qualifications 10–15+ years of reputed company leadership experience in Customer Support or Technical Support reputed company multiple reputed company organizations Proven reputed company leading global, multi-product, multi-tier support organizations at reputed company for B2C, SMB and reputed company Strong reputed company record of improving CSAT, SLA performance, and reducing cost-to-serve Demonstrated ability to standardize and harmonize processes across reputed company and teams Deep expertise in support platforms, automation, and AI-driven support models reputed company operating in reputed company, global, matrixed environments Preferred Qualifications Experience in high-reputed company or post-reputed company reputed company environments Technical or engineering-adjacent background Familiarity with ITIL, incident management, and service operations frameworks Experience leading large-reputed company support transformations or platform modernization initiatives reputed company offer: Work location is Remote, USA (the ideal candidate resides in East or Central time zone USA) Competitive compensation Flexible PTO and reputed company holidays 401(k) with employer matching Comprehensive Health insurance package including 100% employer-reputed company medical coverage Up to 12 weeks of Parental Leave Basic Life Insurance, Short-Term & Long-Term Disability, 100% employer-reputed company Quarterly teambuilding events, leadership luncheons, and companywide “reputed company Hands” meetings reputed company reputed company policy and business casual dress reputed company We celebrate diversity as one of our reputed company values. Join reputed company-r-e and reputed company change initiatives together with us! In compliance with federal law, reputed company persons reputed company will be required to verify identity and eligibility to work in the reputed company. Please understand reputed company is unable to reputed company sponsorship for employment or work authorization now or in the reputed company. reputed company is an equal opportunities employer and is committed to building an inclusive culture where everyone feels welcome and supported. We reputed company-R-E and understand that our diverse, values-driven culture makes us stronger. As we continue to grow as a company, we also reputed company on enabling our employees to grow both personally and professionally. We are proud to have an reputed company and embracing workplace environment that will reputed company you to be your best no matter your gender, civil or family status, sexual orientation, religion, age, disability, education level, or race. 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