TeamViewer is a global technology company dedicated to helping people and businesses connect, communicate, and collaborate from anywhere in the world. Striving to be the leading pr
Global Head of Customer Support
Location
Florida
Posted
45 days ago
Salary
0
Seniority
Lead
Job Description
Global Head of Customer Support
TeamViewer
• Set and execute a global customer support strategy aligned to growth, cost efficiency, and customer experience. • Standardize global support operations across regions, products, and customer segments, including coverage models, tiers, processes, and tools. • Build and lead a high-performing, globally distributed support organization, developing strong regional leadership and talent pipelines. • Own global support performance and operations, including KPIs, forecasting, capacity planning, backlog management, and continuous improvement. • Deliver a consistent, omnichannel, end-to-end support experience across all customer segments and geographies. • Drive automation, AI, self-service, and platform modernization to improve efficiency, scale, and cost-to-serve. • Lead escalations, critical incidents, and executive-level customer engagements. • Use data, analytics, and customer insights to reduce repeat issues, improve product quality, and inform roadmap priorities. • Partner across Sales, Customer Success, Renewals, Product, Finance, Legal, RevOps, and IT to reduce churn, define SLAs, and optimize support economics. • Champion a customer-first, accountable, data-driven culture across global teams.
Job Requirements
- 10–15+ years of progressive leadership experience in Customer Support or Technical Support within multiple SaaS organizations
- Proven success leading global, multi-product, multi-tier support organizations at scale for B2C, SMB and Enterprise
- Strong track record of improving CSAT, SLA performance, and reducing cost-to-serve
- Demonstrated ability to standardize and harmonize processes across regions and teams
- Deep expertise in support platforms, automation, and AI-driven support models
- Success operating in complex, global, matrixed environments
Benefits
- Competitive compensation
- Flexible PTO and paid holidays
- 401(k) with employer matching
- Comprehensive Health insurance package including 100% employer-paid medical coverage
- Up to 12 weeks of Parental Leave
- Basic Life Insurance, Short-Term & Long-Term Disability, 100% employer-paid
- Quarterly teambuilding events, leadership luncheons, and companywide “All Hands” meetings
- Open door policy and business casual dress code
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