Head of Global Support

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Head of Global Support based in Canada.

As Head of Global Support, you will lead and transform a large-scale, international customer support organization, overseeing approximately 130 support professionals across multiple regions and time zones. You will play a pivotal role in evolving traditional reactive support into a proactive, customer-centric operation powered by AI and automation. Combining strategic leadership with operational excellence, you will drive improvements in customer satisfaction, first contact resolution, and response and resolution times. You will oversee workforce planning, service quality, operational performance, and team development while ensuring every customer interaction remains personal and empathetic. Working closely with cross-functional teams, you will address root causes, optimize processes, and strengthen the overall customer experience. This is an exciting opportunity to shape the future of global support within a fast-growing, technology-driven hospitality environment.

Accountabilities:

• Lead and develop a global customer support organization of approximately 130 support professionals, including coaches and advanced support specialists across LATAM, EMEA, and APAC.
• Define and execute the global support strategy, transforming reactive service operations into proactive, customer-focused partnerships.
• Oversee high-volume, multi-channel support operations across phone, chat, email, and messaging, ensuring consistent service delivery across regions.
• Drive operational performance through workforce management, capacity planning, queue health monitoring, quality assurance, and data-driven decision-making.
• Establish and monitor key performance indicators, including first contact resolution, response and resolution times, customer satisfaction, and customer retention.
• Leverage AI-powered solutions, automation, and technology to improve support efficiency, streamline workflows, and enhance the customer experience without compromising human interaction.
• Lead and empower managers and senior leaders, fostering accountability, collaboration, employee wellbeing, and continuous professional development.
• Manage complex escalations and crisis situations while partnering with Product, Onboarding, and Account Management teams to resolve customer issues effectively.
• Identify recurring operational challenges, address root causes, and implement scalable improvements that reduce unnecessary workloads and improve service quality.
• Build customer recovery and retention initiatives to strengthen relationships and support long-term customer success.

Requirements:

• At least 8 years of experience in customer support, customer service, or service operations, including 4+ years in leadership positions with direct experience managing other leaders.
• Bachelor's degree in Hospitality, Business, Technology, or a related field, or equivalent professional experience.
• Proven experience building and scaling high-volume contact centers or customer support organizations across phone, chat, email, and messaging channels.
• Demonstrated success leading large, globally distributed teams across multiple regions, time zones, languages, and cultural environments.
• Experience managing support operations serving both SMB and mid-market or enterprise customers, with the ability to adapt service models to different customer needs.
• Strong background supporting complex operational software platforms, such as ERP, PMS, POS, payment solutions, or similar business-critical technologies.
• Hands-on experience with AI implementation, automation, workforce management, capacity planning, queue optimization, and quality assurance programs.
• Strong understanding of operational metrics, with the ability to analyze performance data, identify root causes, and implement measurable improvements.
• Excellent leadership, communication, and people management skills, combining empathy with accountability and the ability to rebuild team engagement in demanding environments.
• Proven crisis management and escalation-handling capabilities, with experience collaborating effectively across multiple departments.
• A continuous improvement mindset, with a practical approach to testing solutions, eliminating inefficient processes, and scaling successful initiatives.

Additional qualifications that would be an advantage:

• Senior leadership experience managing managers across multiple geographical regions.
• A Master's degree or other advanced qualification in Hospitality, Business, or a related discipline.
• Experience developing customer recovery strategies or retention initiatives for at-risk accounts.
• Previous experience in hospitality or hospitality technology, particularly in property operations, hotel distribution, or property management systems.

Benefits:

• Competitive compensation: Annual salary ranging from USD 160,000 to USD 220,000 for US-based candidates, depending on skills and experience. Compensation packages above this range may also be considered. The published salary range applies exclusively to US-based candidates.
• Remote-first environment: Fully remote working model, offering flexibility to work from your location.
• Paid time off: Vacation and leave entitlements in accordance with local employment requirements.
• Fully paid parental leave: Financial support for eligible employees during parental leave.
• Home office support: Home office stipend based on country of residence.
• Professional development: Access to dedicated learning resources, professional development courses, and training opportunities.
• Leadership development: Opportunities for management training, skills development, and knowledge sharing.
• Inclusive global culture: Work alongside international professionals across multiple countries, backgrounds, and areas of expertise.
• Career growth: Opportunity to influence global operations, lead organizational transformation, and shape the future of AI-enabled customer support.