Looking for Head of Customer Support jobs? This senior leadership role is the cornerstone of a company's service strategy, responsible for the entire customer support function and its impact on the business. Professionals in this position are strategic architects, people leaders, and customer advocates, all rolled into one. They move beyond day-to-day issue resolution to design and execute a support vision that drives customer loyalty, operational excellence, and business growth. Typically, the Head of Customer Support oversees all support channels—such as phone, email, chat, and social media—ensuring a seamless and positive customer experience across every touchpoint. A core responsibility is building, mentoring, and scaling high-performing support teams. This involves hiring talent, fostering a culture of empathy and continuous improvement, and implementing career development paths. They are directly accountable for key performance indicators (KPIs) like customer satisfaction (CSAT), Net Promoter Score (NPS), first contact resolution, and operational efficiency. Managing the support department's budget, forecasting needs, and potentially overseeing relationships with Business Process Outsourcing (BPO) partners are also common duties. The role is highly cross-functional. Heads of Customer Support act as the critical voice of the customer within the organization, partnering closely with Product, Engineering, Marketing, and Sales teams. They translate customer feedback and data into actionable insights to influence product roadmaps, improve user experience, and identify upsell opportunities. They champion process improvements and leverage technology—often including CRM systems, helpdesk software, and analytics tools—to optimize workflows and scale support operations effectively. Candidates exploring Head of Customer Support jobs generally need a blend of deep operational expertise and strong leadership skills. Common requirements include 5+ years of progressive experience in customer support or success, with at least 3-4 years in a direct people management role, often leading managers themselves. Experience in building and scaling support teams in dynamic, often tech-driven environments is highly valued. Essential skills include exceptional communication and interpersonal abilities to inspire teams and influence stakeholders, a data-driven and analytical mindset for strategic decision-making, and a proven track record in improving customer metrics. A genuine passion for customer advocacy, resilience under pressure, and strategic problem-solving are the personal qualities that define success in these leadership jobs. Ultimately, this profession is for those who believe that exceptional support is not a cost center but a strategic asset crucial to a company's reputation and long-term success.
