Head of Customer Support

About The Role

We are seeking a strategic and operational leader to scale and elevate our Customer Support function within Customer Operations. This is a high-impact role responsible for designing the global support strategy, foundational infrastructure, and operating model to ensure we deliver world-class service as we continue to grow. Your mission will be to lead and professionalize the Customer Support team, ensuring that our service is fast, effective, and consistently high-quality. You will work cross-functionally to drive measurable improvements in customer satisfaction, operational efficiency, and team performance, scaling the strategic advantage that support already provides to the company.

The Head of Customer Support will be accountable for the strategy and execution across three core pillars: 1. Support Operations & Scalability Strategy & Structure : Define the optimal support team size and organizational structure (e.g., tiered support, specialized squads) to meet growing customer demands. Infrastructure & Tools : Implement and optimize the necessary technology stack (e.g., CRM, ticketing systems, automation tools) to support high volume and global scale. Process Optimization : Establish and refine standard operating procedures (SOPs) to ensure consistent service delivery across all support channels and segments. 2.

Performance & Metrics Management KPI Ownership : Define and drive key performance indicators, including CSAT (Customer Satisfaction), First Contact Resolution (FCR), Average Response Time (ART), and Net Promoter Score (NPS) among others. Data-Driven Insights : Leverage support data to identify trends, pain points, and product improvement opportunities, sharing actionable feedback with Product and Engineering teams. Workforce Management : Oversee capacity planning and scheduling to ensure we meet Service Level Agreements (SLAs) across different time zones and markets. 3. Leadership & Talent Development Team Leadership : Build, lead, and mentor a high-performing team of Support Leads and Specialists in a fast-paced environment.

Coaching & Growth : Partner with the key departments to implement continuous learning and quality frameworks that ensure support agents are enabled for peak efficiency. Culture of Excellence : Foster a customer-centric culture that prioritizes empathy, problem-solving, and accountability. What We’re Looking For 7+ years of experience in Customer Support or Support Operations, preferably within a high-growth SaaS or tech company. Proven success in scaling a global support function from a foundational stage to a large-scale operation.

Deep understanding of support metrics (CSAT, NPS, FCR, SLA) and a track record of driving measurable improvements in these areas.

Experience

with support technology : Strong knowledge of tools like Zendesk, Jira, Salesforce Service Cloud, Intercom, including automation and AI-driven support. Exceptional leadership skills : Ability to build and inspire large teams and influence stakeholders across Product, Sales, and Operations. Strategic mindset : Ability to balance day-to-day operations with long-term strategic planning. Fluent in English : additional languages are a plus.

Nice to Have Experience managing outsourced (BPO) support partners or global, distributed teams. Background in technical support.

Experience

implementing AI-driven contact deflection and self-service strategies. Perks of being part of our team Save expenses with Cobee and get your salary in advance with Payflow TaxDown to simplify your taxes and maximize your savings Healthy life with Wellhub and Alan as private health insurance Language classes with Preply & Factorial Language exchange Breakfast in the office, organic fruit and free coffee Flexible schedules, pet-friendly and no dress code About us Factorial is an all-in-one HR Software fast-growing company founded in 2016. Our mission is to help SMEs automate HR workflows, centralize people data, and make better business decisions. Currently, we serve thousands of customers in over 60 countries and have a diverse team of over 1,400 people.