Global Head of Support at Horizons

We are seeking an experienced and strategic Global Head of Support to lead our worldwide support organization. The ideal candidate will build and lead a customer-centric support function that drives customer satisfaction, supported employee satisfaction, loyalty, and retention.

This role will oversee the design, delivery, and scaling of customer support across all regions, ensuring consistent, high-quality service and continuous improvement in support processes. This position requires a visionary leader with a deep understanding of customer service operations, technology enablement, and the ability to inspire and empower a diverse, global team.

• Strategic Leadership & Vision:
  • Define and execute a global support strategy that aligns with the company’s vision, mission, and growth objectives.
  • Drive transformation initiatives to scale support operations and enhance customer experience across regions and languages.
  • Develop and manage the global support budget, optimizing resources to drive efficiency and cost-effectiveness.
• Customer-Centric Operations:
  • Establish and enforce customer support SLAs, KPIs, and performance standards to ensure timely, high-quality support.
  • Implement robust systems for real-time monitoring and reporting on support performance, escalations, and issue resolution.
  • Continuously analyze support workflows and tools to identify and implement process improvements, automation opportunities, and training enhancements.
• Leadership & Team Development:
  • Build and lead a high-performing global team, fostering a culture of customer-first, innovation, and accountability.
  • Oversee recruiting, onboarding, and training processes for the support team, ensuring strong regional and functional expertise.
  • Mentor and develop leaders within the support organization, building a clear career path and fostering professional growth.
• Customer Engagement & Relationship Management:
  • Act as an escalation point for critical customer issues, driving rapid resolution and customer satisfaction.
  • Collaborate closely with sales, product, and engineering teams to address customer needs, identify trends, and drive cross-functional improvements.
  • Represent the voice of the customer in leadership discussions, advocating for initiatives to address customer pain points.
• Continuous Improvement & Innovation:
  • Identify, evaluate, and implement new support technologies (e.g., AI-powered support, self-service platforms) to enhance service quality and operational efficiency.
  • Drive a continuous improvement mindset, using customer feedback, data analysis, and industry trends to evolve support practices.
  • Lead customer feedback initiatives, including NPS and CSAT surveys, to understand satisfaction drivers and guide ongoing improvements.

• Bachelor's degree in business administration, Customer Service, or related field (Master’s degree preferred).
• 10+ years of experience in customer support, with at least 5 years in a senior leadership role managing large, global teams.
• Proven track record of scaling customer support operations across multiple regions and languages.
• Strong knowledge of support technologies, including CRM systems, AI-based solutions, and analytics tools.
• Exceptional communication and interpersonal skills, with a talent for relationship-building at all levels.
• Ability to lead with data, using metrics to drive decision-making, accountability, and improvements.
• Experience in a SaaS or technology company is preferred.

• Customer Obsessed: Passionate about delivering world-class customer experiences and resolving customer issues.
• Strategic Vision: Skilled at long-term planning and executing a global support strategy that aligns with company goals.
• Problem Solving: Able to analyze complex issues, develop solutions, and communicate them effectively to internal and external stakeholders.
• Leadership: Inspiring, empathetic leader who can attract, retain, and develop top talent while fostering a diverse and inclusive workplace.
• Agility: Thrives in a fast-paced, ever-changing environment and is adept at pivoting strategies to meet evolving customer needs.