Global Head Of Customer Support

Global Head Of Customer Support - Detalhes da Vaga. ● This role leads the strategy, performance, and customer experience of the global software support function within the Digital Solutions division. ● This leader is responsible for a distributed support team providing first, second, and advanced technical support across the division’s software portfolio. ● The role defines the operating model, drives day-to-day service quality, and partners closely with Product, Engineering, Customer Success, and Professional Services to deliver a unified, high-quality support experience to enterprise and mid-market customers alike. ● Will be working to support customers in over 100 countries and supporting product teams in the US, LATAM, EMEA, and APAC. ●Key Responsibilities:- Define and execute the customer support strategy, operating model, and service frameworks aligned to ITIL best practices and division objectives. ●- Lead and develop the global support team across first, second, and advanced technical support and grow the function in line with portfolio growth. ●- Own end-to-end service delivery: including incident, problem, and change management- Establish, monitor, and report on the KPIs, SLAs, and CSAT/NPS measures that govern support performance- Provide oversight on complex technical escalations, root cause analysis, and cross-functional resolution across cloud and on-premise environments. ●- Partner with Product Management and Engineering on defect lifecycle, prioritisation, customer communication, and feeding service insights back into the product roadmap. ●- Own the support customer experience, including service reviews, senior escalations, key-account relationships, and the onboarding and adoption experience for new customers. ●- Build the knowledge management, self-service, and customer-facing documentation capabilities required to scale the function efficiently. ●- Lead adoption of automation, analytics, and AI-driven tooling; including FreshService and equivalent service management platforms- Recruit, develop, and retain a high-performing support organization- Provide regular reporting and insight to division leadership on support performance, customer risk, retention impact, and investment priorities. ●- Support the integration of newly acquired products into the support operating model as the portfolio evolves. ●Required Qualifications:- Minimum 8 years of progressive experience in customer support or technical support, with at least 3 years leading distributed support teams within SaaS or software businesses. ●- Experience managing managers or team leads, and growing a support function over time. ●- Working knowledge of ITIL, support methodologies, and service management best practices, including incident, problem, and change management. ●- Strong technical acumen across SaaS architectures, cloud environments (AWS and Microsoft Azure), web technologies, and relational databases- Track record managing the support relationship with Product and Engineering, including defect lifecycle, prioritisation, and roadmap influence. ●- Data-driven approach with hands-on experience using support KPIs, SLAs, and CSAT/NPS to drive measurable performance improvement. ●- Excellent communication and stakeholder management skills, with experience presenting to senior leadership and key customers. ●- Bachelor’s degree or equivalent professional experience. ●- Must be bilingual English and Portuguese. ●Preferred Qualifications:- Experience leading support integration during mergers and acquisitions or multi-product portfolio consolidation. ●- Familiarity with FreshService or equivalent enterprise service management platforms. ●- Experience implementing AI-assisted support, self-service deflection, and proactive monitoring capabilities at scale. ●- Background supporting customers in regulated industries (food, life sciences, manufacturing, or comparable). ●This is a CLT role R$40-50K/month. ● Role is remote but some travel may be required. ● Both domestic and international. ●. Requisitos para participar do processo. ● . O que oferecemos.