Head of Customer Support
Virtual Vocations Inc
Leading a high-performing global team, the full-time Head of Customer Support will redefine customer support in an AI-driven environment by managing support outcomes, developing team capabilities, and leveraging AI to enhance service quality while working remotely. Key responsibilities Own the full support outcome from first contact to platform adoption, ensuring systemic fixes for recurring issues Lead and develop a global team focused on customer value, coaching agents to prioritize customer results over ticket closure Implement AI-assisted workflows and maintain a knowledge strategy to empower self-service and improve resolution times Required qualifications 10+ years of experience building and leading technical support teams in multi-geo environments 5+ years in a SaaS organization with a record of improving customer adoption and platform usage Proven experience implementing AI in support environments with measurable results Demonstrated ability to lead teams through culture change and build new capabilities Hands-on expertise with support tools like Zendesk and AI platforms such as Claude or OpenAI
Vacancy posted 5 days ago
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