Head of Customer Support

Job Description

As a Head of Customer Support at Document360, your role is crucial in shaping and enhancing the customer experience through strategic leadership, team building, operational excellence, customer advocacy, technology management, cross-functional collaboration, and financial/resource management.**Key Responsibilities:**- **Strategic Leadership:** - Define and execute the global customer support strategy aligned with company growth goals. - Set a long-term vision, establish scalable processes, and align support KPIs with business outcomes. - Implement a ticket deflection strategy using AI, automation, and self-service experiences.- **Team Building & Leadership:** - Build, lead, and mentor a top-tier support organization including Tier 1-Tier 3 and escalation teams. - Cultivate a culture of accountability, empathy, and continuous improvement. - Scale hiring, training, and career development for support managers and specialists.- **Operational Excellence:** - Establish and refine support processes, SLAs, and escalation protocols. - Monitor key performance indicators (KPIs) like CSAT, NPS, FRT, ART, and resolution rates to optimize performance. - Utilize automation, self-service, and AI-driven tools to reduce ticket volumes and increase efficiency.- **Customer Advocacy:** - Be the voice of the customer internally to ensure customer feedback influences product roadmaps. - Develop strong relationships with enterprise customers, especially during escalations and renewals.- **Technology & System:** - Manage the support tech stack including CRM, helpdesk, live chat, analytics, and knowledge management tools. - Promote Document360 internally by integrating it into the support workflow.- **Cross-functional collaboration:** - Collaborate with Product, Success, and Sales teams to ensure a seamless end-to-end customer journey. - Provide insights to Go-To-Market (GTM) teams on customer sentiment, support trends, and feature adoption.- **Financial & Resource Management:** - Oversee departmental budget to balance cost efficiency with high-quality support. - Justify investments in tools, automation, and training with measurable ROI.**What were looking for:****Must-have experience:**- 10-15 years in customer support/experience leadership in SaaS with at least 5 years in a senior leadership role.- Proven track record of scaling global support teams in a high-growth B2B SaaS environment.- Strong operational expertise in support metrics, escalation management, and process design.- Experience in enterprise-level support for Fortune 1000/large-scale B2B accounts.- Proficiency in support tools like Zendesk, Freshdesk, Salesforce Service Cloud, or equivalent.**Skills & Traits:**- Strategic thinker with strong execution capability.- Exceptional communicator and relationship builder both internally and externally.- Data-driven decision-maker with analytical rigor.- Empathetic leader who inspires trust and drives accountability.- Passion for customer experience and building scalable, customer-first operations.Kovai.co is committed to building a diverse workforce and fostering a culture of belonging and respect. We stand against discrimination, ensuring equal opportunities for everyone to thrive in their careers. As a Head of Customer Support at Document360, your role is crucial in shaping and enhancing the customer experience through strategic leadership, team building, operational excellence, customer advocacy, technology management, cross-functional collaboration, and financial/resource management.**Key Responsibilities:**- **Strategic Leadership:** - Define and execute the global customer support strategy aligned with company growth goals. - Set a long-term vision, establish scalable processes, and align support KPIs with business outcomes. - Implement a ticket deflection strategy using AI, automation, and self-service experiences.- **Team Building & Leadership:** - Build, lead, and mentor a top-tier support organization including Tier 1-Tier 3 and escalation teams. - Cultivate a culture of accountability, empathy, and continuous improvement. - Scale hiring, training, and career development for support managers and specialists.- **Operational Excellence:** - Establish and refine support processes, SLAs, and escalation protocols. - Monitor key performance indicators (KPIs) like CSAT, NPS, FRT, ART, and resolution rates to optimize performance. - Utilize automation, self-service, and AI-driven tools to reduce ticket volumes and increase efficiency.- **Customer Advocacy:** - Be the voice of the customer internally to ensure customer feedback influences product roadmaps. - Develop strong relationships with enterprise customers, especially during escalations and renewals.- **Technology & System:** - Manage the support tech stack including CRM, helpdesk, live chat, analytics, and knowledge management tools. - Promote Document360 interna

Keyskills :
Customer SupportSaaSLeadershipOperational ExcellenceFinancial Management