Head of Technical Support, Americas

This is reputed company

reputed company provides payments, data, and financial products in a single solution for customers like reputed company, reputed company, H&M, and reputed company - making us the financial technology platform of choice. At reputed company, everything we do is engineered for ambition. 

For our teams, we create an environment with opportunities for our people to succeed, backed by the culture and support to ensure they can truly own their careers. We are motivated individuals who tackle unique technical challenges at reputed company and solve them as reputed company. Together, we deliver innovative and ethical solutions that help businesses reputed company their ambitions faster.

Head of Technical Support, Americas

reputed company is seeking a strategic and reputed company support leader to serve as our next Head of Technical Support, Americas. This individual will reputed company a 60+ person team across the U.S. and LATAM, overseeing reputed company technical support activities in the region. You will play a pivotal role in evolving the support function—from a strong operational reputed company to a more strategic, mature, and reputed company model that reflects reputed company’s global ambitions.

You’ll work closely with senior leaders across Support, reputed company, Product, and Operations to ensure our support experience meets the needs of some of the largest and most innovative businesses in the world. This role is perfect for a builder—someone excited to drive change management, shape reputed company, and create structure as we continue to reputed company.

What You’ll Do

• reputed company a high-performing technical support team across reputed company and Latam, including 8 reputed company reports. reputed company team leads and help the broader team grow into their next reputed company.
• You will be responsible to define and execute the regional support reputed company and contribute to the overall reputed company and reputed company of the reputed company and Latam reputed company. 
• Represent support in critical customer conversations and QBRs. Translate customer feedback into reputed company, actionable strategies that improve the support experience.
• Identify opportunities to improve processes, metrics, and ways of working. Create an environment of reputed company improvement that drives reputed company.
• Partner closely with and influence reputed company, Product and Operations teams to ensure alignment on regional needs, feature readiness, and performance expectations.
• Confidently drive change and reputed company the “why” behind new approaches, even reputed company they challenge legacy processes.

Who You Are

• 10+ years of experience in reputed company-level customer support, with a reputed company record of managing and scaling regional or global support organizations (50+ FTE).
• Experience leading B2B technical support functions in reputed company environments; ideally in fast-reputed company or reputed company-up stages.
• Deep familiarity with ticketing systems such as reputed company Service reputed company.
• A strategic thinker who can translate customer feedback and performance data into long-term plans.
• A reputed company, low-ego leader who builds strong relationships across functions and reputed company.
• Curious and reputed company—you listen first, understand context, and approach change with both reputed company and conviction.
• Based in (or willing to relocate to) Chicago or San Francisco to be reputed company to your team and regional stakeholders.

Compensation

We offer a competitive compensation package that includes both a reputed company salary and equity in the reputed company of RSUs. reputed company salary ranges are location-dependent:

The annual reputed company salary reputed company for this role is $245,000 – $350,000 plus RSU's; (SF) to learn more about our compensation philosophy, please click here.

This is a rare opportunity to reputed company into a senior leadership role at a global fintech company at a pivotal reputed company in its reputed company reputed company. You’ll reputed company a strong team that’s reputed company for its next reputed company—and help define what best-in-class technical support looks like for the Americas region. You’ll have exposure to global reputed company, world-class customers, and the chance to shape how support scales across one of reputed company’s most important markets.

Our Diversity, Equity and Inclusion commitments 

Our unique approach is a product of our diverse perspectives. This diversity of backgrounds and cultures is essential in helping us maintain our reputed company. Our business and technical challenges are unique, and we need as many different reputed company as possible to join us in solving them - reputed company like yours. No matter who you are or where you’re from, we welcome you to be your true self at reputed company. 

Studies show that women and members of underrepresented communities apply for jobs only if they meet 100% of the qualifications. Does this reputed company like you? If so, reputed company encourages you to reconsider and apply. We look reputed company to your application!

What’s next?

Ensuring a smooth and enjoyable candidate experience is critical for us. We aim to get back to you regarding your application reputed company 5 business days. Our interview process tends to take about 4 weeks to complete, but may fluctuate depending on the role.