Head of Global Service Operations

Bellwether

Leading global service operations and customer support for Bellwether Coffee's innovative roasting technology. Overseeing technical support teams and ensuring superior customer experience across 15+ countries.

Posted 5/14/2026full-timeBerkeley • California • 🇺🇸 United StatesLead💰 $135,000 - $175,000 per yearWebsite

About the role

Key responsibilities & impact

Build and lead the Technical Support team (Tier 1–3 support, escalation, and outsourced partners).
Develop KPIs, SLAs, and reporting to drive continuous improvement and customer satisfaction.
Own the strategy for scaling global support operations as Bellwether expands for customers, partners, service partners and distributors across 15+ countries.
Oversee triage and resolution of all customer trouble tickets, cases, and escalations.
Establish clear escalation paths and ensure timely communication with customers.
Maintain high CSAT and NPS through proactive support and issue prevention.
Manage the dispatching of Bellwether service technicians and third-party service partners.
Ensure there are service partners within 2 hours of every roaster installation.
Lead and manage service partner strategy globally.
Build, maintain and manage the relationships with outsourced service providers.
Ensure quality, cost-effectiveness, and consistent customer experience.
Partner with Supply Chain and Parts teams to ensure timely shipment of replacement parts.
Track and optimize parts usage, warranty claims, and repair cycles.
Create documentation and knowledge bases for repeatable solutions.
Oversee CRM/ticketing platform setup, workflows, and integrations.
Drive automation and self-service options to reduce case load.
Implement reporting dashboards for real-time visibility into support operations.
Provide structured feedback to Engineering, Product, and Operations based on support insights.
Partner with Customer Success to ensure a seamless customer journey post delivery.
Collaborate with Marketing and Training to improve documentation and education.
Ensure all the technical documentation is up-to-date and accessible.

Requirements

What you’ll need

7+ years in customer technical support leadership, ideally with hardware + software experience.
Proven track record building and scaling support teams in a high-growth environment.
Experience managing outsourced service providers and field technicians.
Strong knowledge of ticketing systems, CRM tools, and support operations best practices.
Excellent cross-functional collaboration skills and executive presence.
Passion for sustainability, technology, and customer success.
You are authorized to work in the U.S. without sponsorship.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Bellwether Website LinkedIn All Job Openings 51 - 200 employees Founded 2010 📚 Education 🤝 Non-profit Education
Non-profit Bellwether is a national nonprofit organization that partners with education leaders, school districts, charter management organizations, foundations, and other nonprofits to improve K–12 education. It provides policy research and analysis, strategic and academic advising, program evaluation, implementation support, and pilots (“Beta”) to develop and scale evidence-based solutions. Bellwether publishes insights and resources, advocates for coherent systems and strong leadership, and focuses on expanding quality learning options and lifelong learning to create equitable opportunities for young people. Head of Global Service Operations 🔥 24 minutes ago 🏢 Berkeley – Onsite 💵 $135k - $175k / year ⏰ Full Time 🔴 Lead ⚙️ Operations 🦅 H1B Visa Sponsor Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Build and lead the Technical Support team (Tier 1–3 support, escalation, and outsourced partners).
Develop KPIs, SLAs, and reporting to drive continuous improvement and customer satisfaction.
Own the strategy for scaling global support operations as Bellwether expands for customers, partners, service partners and distributors across 15+ countries.
Oversee triage and resolution of all customer trouble tickets, cases, and escalations.
Establish clear escalation paths and ensure timely communication with customers.
Maintain high CSAT and NPS through proactive support and issue prevention.
Manage the dispatching of Bellwether service technicians and third-party service partners.
Ensure there are service partners within 2 hours of every roaster installation.
Lead and manage service partner strategy globally.
Build, maintain and manage the relationships with outsourced service providers.
Ensure quality, cost-effectiveness, and consistent customer experience.
Partner with Supply Chain and Parts teams to ensure timely shipment of replacement parts.
Track and optimize parts usage, warranty claims, and repair cycles.
Create documentation and knowledge bases for repeatable solutions.
Oversee CRM/ticketing platform setup, workflows, and integrations.
Drive automation and self-service options to reduce case load.
Implement reporting dashboards for real-time visibility into support operations.
Provide structured feedback to Engineering, Product, and Operations based on support insights.
Partner with Customer Success to ensure a seamless customer journey post delivery.
Collaborate with Marketing and Training to improve documentation and education.
Ensure all the technical documentation is up-to-date and accessible. 🎯 Requirements
7+ years in customer technical support leadership, ideally with hardware + software experience.
Proven track record building and scaling support teams in a high-growth environment.
Experience managing outsourced service providers and field technicians.
Strong knowledge of ticketing systems, CRM tools, and support operations best practices.
Excellent cross-functional collaboration skills and executive presence.
Passion for sustainability, technology, and customer success.
You are authorized to work in the U.S. without sponsorship. Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

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Hard Skills & Tools

technical supportKPI developmentSLA managementcustomer satisfactiontrouble ticket resolutiondocumentation creationautomationreporting dashboardssupport operations best practicesfield technician management

Soft Skills

leadershipcross-functional collaborationexecutive presencerelationship managementcommunicationstrategic planningproblem-solvingcustomer success focuscontinuous improvementteam building