Head of Support, AMER

• Design and own the long-term vision, strategy, and roadmap for Support in AMER, and build the organizational structure and leadership bench to deliver against it
• Lead and develop a distributed support organization, ensuring clear accountability, effective communication, and strong engagement across locations
• Manage and optimize technical and non-technical resources in AMER, ensuring consistent attainment of SLAs and KPIs across both technical and general support teams
• Define, set, and continuously refine quarterly and annual targets
• partner with sales, success, product, and engineering leadership to drive sustained performance and continuous improvement in the region
• Architect and execute our upmarket strategy in AMER, including developing and scaling Enterprise and Premium Support-specific strategies, processes, and policies
• Maintain and refine the rhythm of the business and global operating cadence in partnership with other market leads and revenue operations
• Expand AMER support to new offices, leading workforce management, implementation and establishing hiring profiles, career ladders, etc.
• Represent the Voice of the Customer and influence Product & Engineering roadmap, working closely with User Operations
• Identify, scope, and drive innovative cross-functional programs that solve ambiguous and open-ended agent and customer problems
• Provide executive-level oversight of major incidents and participate in the global on-call rotation to cover incidents
• Act as a senior CX point of contact for customer sales conversations, escalations, complaints, etc. as well as for internal stakeholders conversations

• 8–10 years of progressive leadership experience building, scaling, and leading high-performing technical support organizations
• 4+ years owning and leading the AMER market within a global CX or Support organization
• Demonstrated ability to design, implement, and scale robust cross-functional processes spanning go-to-market and technical teams
• Proven track record of using data and market insights to shape strategy, influence senior stakeholders, and adapt operations
• Ability to independently own, scope, and drive complex, multi-quarter initiatives while also delegating and empowering leaders
• Strong executive presence with the ability to influence and align technical and non-technical audiences of all levels
• Deep user-centric mindset with a passion for designing experiences that materially improve customer quality of life
• Strong analytical, debugging, and problem-solving skills, with experience interrogating data and systems
• Experience designing customer and ticket journeys spanning from Tier 0 - AI generated self-serve support to highest point of escalation
• Ability to analyze server and client application logs and identify the root cause of errors
• Advanced data reporting and data analytics skills, with experience defining and monitoring the metrics that matter
• Ability to guide and coach teams to balance user expectations with policies, compliance boundaries, and business constraints
• You’re curious and willing to adopt AI tools to work smarter and deliver better results

• Experience launching and scaling a SaaS product in new markets within a global company
• Strong knowledge of Linux, APIs, NoSQL, MySQL and similar open source technologies
• Knowledge of Single Sign-on including OAuth, SAML, and SCIM
• Experience writing or reviewing scripts using one or more of the following languages: Python, Java, Javascript, or Typescript
• Familiarity with Notion as a product and platform
• Knowledge of AI-native Support tools and genAI chatbots

Highly competitive cash compensation, equity, and benefits