Global Head of Support

FoodChain ID

Global Head of Support leading customer support strategy and operations for FoodChain ID's software solutions. Delivering high-quality support to enterprise and mid-market customers globally.

Posted 7/30/2026full-timeRemote • 🌎 Anywhere in the WorldLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in defining and executing customer support strategies aligned with ITIL best practices, while leading and developing high-performing support teams in SaaS environments. Proficient in managing service delivery, performance metrics, and fostering cross-functional collaboration to enhance customer experience.

Highest-signal resume keywords

ITIL Best PracticesSaaS ArchitectureCloud Environments (AWS, Microsoft Azure)Support KPIs, SLAs, CSAT/NPSTeam Leadership

ATS Keywords

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Hard Skills

Incident ManagementProblem ManagementChange ManagementRoot Cause AnalysisData-Driven Performance ImprovementTechnical SupportService Management Best PracticesKnowledge ManagementAutomation ToolsAnalytics

Soft Skills

Excellent CommunicationStakeholder Management

Tools & Technologies

FreshServiceService Management Platforms

Industry Keywords

Customer Support StrategyTechnical SupportSupport Function GrowthProduct Management CollaborationCustomer Experience

Tech Stack

Tools & technologies

AWSAzureCloud

About the role

Key responsibilities & impact

Define and execute the customer support strategy, operating model, and service frameworks aligned to ITIL best practices and division objectives.
Lead and develop the global support team across first, second, and advanced technical support and grow the function in line with portfolio growth.
Own end-to-end service delivery: including incident, problem, and change management
Establish, monitor, and report on the KPIs, SLAs, and CSAT/NPS measures that govern support performance
Provide oversight on complex technical escalations, root cause analysis, and cross-functional resolution across cloud and on-premise environments.
Partner with Product Management and Engineering on defect lifecycle, prioritisation, customer communication, and feeding service insights back into the product roadmap.
Own the support customer experience, including service reviews, senior escalations, key-account relationships, and the onboarding and adoption experience for new customers.
Build the knowledge management, self-service, and customer-facing documentation capabilities required to scale the function efficiently.
Lead adoption of automation, analytics, and AI-driven tooling; including FreshService and equivalent service management platforms
Recruit, develop, and retain a high-performing support organization
Provide regular reporting and insight to division leadership on support performance, customer risk, retention impact, and investment priorities.
Support the integration of newly acquired products into the support operating model as the portfolio evolves.

Requirements

What you’ll need

Minimum 8 years of progressive experience in customer support or technical support, with at least 3 years leading distributed support teams within SaaS or software businesses.
Experience managing managers or team leads, and growing a support function over time.
Working knowledge of ITIL, support methodologies, and service management best practices, including incident, problem, and change management.
Strong technical acumen across SaaS architectures, cloud environments (AWS and Microsoft Azure), web technologies, and relational databases
Track record managing the support relationship with Product and Engineering, including defect lifecycle, prioritisation, and roadmap influence.
Data-driven approach with hands-on experience using support KPIs, SLAs, and CSAT/NPS to drive measurable performance improvement.
Excellent communication and stakeholder management skills, with experience presenting to senior leadership and key customers.
Bachelor’s degree or equivalent professional experience.

Benefits

Comp & perks

Flexible work arrangements
Professional development opportunities