Head of Customer Support

Head of Customer Support

(Customer Support Lead / Support Operations Manager)

Role Overview

This is a senior, hands-on role responsible for owning the entire customer support function. The person in this role will design, run, and continuously improve how customer support operates across the company.

They are accountable for support quality, response times, escalation handling, documentation, tooling, and customer satisfaction. This role serves as the single point of ownership for all customer support activity.

Experience : 10+

Candidates should be comfortable working from the office and during night shifts.

Core Ownership Areas

End-to-End Support Ownership

• Own all customer support requests from intake to resolution.
• Define how support is delivered across all channels (tickets, email, phone, chat).
• Act as the final escalation point for critical customer issues.
• Ensure consistent, professional, and accurate communication with customers.

Support Operations & Systems

• Select, configure, and manage support tools (ticketing system, workflows, SLAs).
• Define support policies, response standards, and escalation paths.
• Create and maintain internal and customer-facing documentation.
• Ensure support coverage and continuity.

Team Leadership (Current & Future)

• Hire, train, and manage customer support staff as the team grows.
• Personally handle tickets when required.
• Set expectations, review performance, and coach team members.
• Build a scalable support structure.

Customer Experience & Accountability

• Own support metrics such as response time, resolution time, backlog, and CSAT.
• Identify recurring issues and drive root-cause resolution.
• Proactively surface customer risks and critical issues internally.
• Represent customer support in leadership discussions.

Cross-Functional Collaboration

• Work closely with product, engineering, and leadership teams.
• Translate customer issues into actionable internal requirements.
• Coordinate incident response and customer communications.
• Help define support boundaries with implementation and onboarding.

Required Profile

• 10+ years in customer support or technical support roles.
• Experience owning support operations, not just participating in them.
• Strong process-building and organizational skills.
• Comfortable working directly with customers on complex issues.
• Able to work independently with minimal oversight.
• Clear written and verbal communicator.

Preferred Experience

• B2B SaaS or enterprise software support.
• Healthcare, EHR, or compliance-heavy software.
• Experience building support from the ground up.
• Familiarity with SLAs, incident management, and escalations.