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Head of Support Full Time NEW

Position Title: Head of Support

Employment Type: Full Time

Job Location: Remote (home-based)

About the Client:

A global HR tech and payroll solutions provider driving digital transformation and seamless workforce management worldwide.

Job Description:

-Lead and execute an AI-first support strategy focused on automation and ticket reduction.

-Own SLA performance, KPIs, and support analytics, driving continuous improvement.

-Manage and develop a global support team (L3 engineers, AI ops, support engineers).

-Partner with Product and Engineering to ensure root cause resolution and long-term issue elimination.

Qualifications:

-Bachelor’s degree in Engineering, Computer Science, Information Technology, or related technical field; master’s degree or MBA is a plus

-Minimum 7 years in SaaS product support or service delivery, with at least 3 years leading a support team

-Experience in global payroll, HCM, or fintech SaaS strongly preferred; with familiarity in LLM-based agent architectures and prompt engineering

Job Overview

  • ID: 8791
  • Date Posted:
  • Job Title: Head of Support
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