Back
Head of Customer Care
Full-time
Role Overview
The Head of Customer Care will lead and scale a high-performing customer support organization, ensuring exceptional service delivery while driving efficiency through data, process optimization, and automation. This role is responsible for defining the support strategy, managing global or multi-tier support teams, and leveraging AI, RPA, and automation technologies to improve customer experience, reduce resolution times, and optimize costs. Reports to the COO; works closely with Product, Engineering, Sales, and Customer Success.
Key Responsibilities
Lead, coach, and develop a customer support team (L1, L2, L3 or regional teams), fostering a performance-driven and customer-centric culture
Define and execute the customer support strategy aligned with company growth and CX goals
Define, monitor, and continuously improve key support KPIs: FRT, CSAT/NPS, ticket backlog, SLA compliance, and cost per ticket
Drive the adoption of AI-powered support solutions: chatbots, virtual agents, intelligent ticket routing, and sentiment analysis
Lead RPA initiatives to automate repetitive support and back-office tasks
Optimize self-service capabilities including knowledge bases, FAQs, and customer portals
Own and optimize the customer support tech stack (ticketing systems, CRM, AI tools, automation platforms)
Required Experience & Skills
7+ years of experience in Customer Support / Customer Operations within IT, SaaS, or technology-driven companies
Proven experience leading and scaling support teams in a fast-growing or complex environment
Hands-on experience with process automation, AI-based support tools, and/or RPA initiatives
Strong analytical mindset with the ability to translate data into action
Fluent in English; additional languages are a plus
