Head of Technical Support, Americas

• Lead a high-performing technical support team across North America and Latam, including 8 direct reports
• Define and execute the regional support strategy and contribute to the overall strategy and success of the North America and Latam regions
• Represent support in critical customer conversations and QBRs
• Translate customer feedback into clear, actionable strategies that improve the support experience
• Identify opportunities to improve processes, metrics, and ways of working
• Create an environment of continuous improvement that drives impact
• Partner closely with and influence Commercial, Product and Operations teams to ensure alignment on regional needs, feature readiness, and performance expectations
• Confidently drive change and articulate the “why” behind new approaches, even when they challenge legacy processes

• 10+ years of experience in enterprise-level customer support
• A track record of managing and scaling regional or global support organizations (50+ FTE)
• Experience leading B2B technical support functions in complex environments
• Deep familiarity with ticketing systems such as Salesforce Service Cloud
• A strategic thinker who can translate customer feedback and performance data into long-term plans
• A collaborative, low-ego leader who builds strong relationships across functions and regions
• Curious and adaptive—you listen first, understand context, and approach change with both empathy and conviction
• Based in (or willing to relocate to) Chicago to be close to your team and regional stakeholders

Experience ideally in fast-growth or scale-up stages

Equity in the form of RSUs