Global Customer Support Director

Lead global customer support transformation from Canada, combining AI, automation, and empathetic service across international regions and time zones. Shape measurable improvements across a large organization.As Head of Global Support, you will lead approximately 130 professionals across LATAM, EMEA, and APAC. You will define strategy, improve customer satisfaction, and strengthen first contact resolution. The work spans workforce planning, service quality, operational performance, and team development.Key Responsibilities:
Lead coaches and advanced support specialists across global regionsDefine proactive, customer-focused support strategy and partnershipsOversee phone, chat, email, and messaging operationsMonitor workforce capacity, queue health, quality, and performanceImplement AI and automation without compromising human interactionRequirements:
At least eight years in customer support or service operationsFour-plus years leading managers and other organizational leadersExperience scaling high-volume, multichannel support organizations globallyStrong operational metrics, capacity planning, and quality assurance backgroundExcellent leadership, communication, and people management skillsUse global leadership, AI implementation, and operational excellence to build more proactive, personal customer support experiences.
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