[Hiring] Head of Support @Somewhere

Role Description

The Head of Support will take full ownership of the support department, setting operational standards, establishing performance targets, managing global shift rotas, and scaling the support team through a phase of massive enterprise growth. You will ensure an exceptional experience for hundreds of thousands of users in 150+ countries.

Key Highlights of the Role:

• Build the Function: Design and establish department workflows, QA metrics, escalation playbooks, and coverage rotas from the ground up.
• Global Scale: Support diverse user bases across 150+ countries and nearly 40 languages as Tier-1 enterprise clients go live.
• Autonomous Automation: Lead AI optimization strategy, leveraging modern AI helpdesk tools to increase deflection rates without compromising resolution quality.
• Executive Visibility: Report directly to the COO and collaborate alongside departmental leaders across Product, Engineering, and Delivery.
• Team Expansion: Architect and hire your own team structure, including recruiting your own direct Deputy.

Key Responsibilities:

• Lead & Scale the Team: Manage global shift operations and cross-timezone coverage, including hiring, onboarding, coaching, and performance management for frontline agents and a Deputy.
• Hands-on Queue Leadership: Maintain daily frontline ticket contact to stay intimately familiar with user friction points, jumping directly into the queue during launch spikes, major enterprise challenges, or volume surges.
• Operational Rota Management: Run a reliable 24/7 global schedule with clear handovers and structured on-call escalation pathways for off-hours support.
• Target & SLA Governance: Define and track critical KPIs (First Response Time, Resolution Time, Reopen Rate, CSAT, AI Deflection); hold ownership over enterprise SLA commitments and serve as the primary escalation contact.
• Knowledge Architecture: Author and maintain public help center documentation, internal macro repositories, and internal process guides to keep documentation aligned with rapid product releases.
• Recurring Issue Management: Maintain the recurring-defect register, gathering actionable quantitative data to ensure chronic product issues are systematically resolved by Engineering rather than repeatedly patched in support.
• AI & Workflow Automation: Optimize helpdesk AI agents to lift deflection rates safely; design and deploy no-code automations to remove repetitive manual tasks across your team.
• Cross-Department Collaboration: Partner closely with Delivery on configuration requests, Engineering on defect resolution, and Customer Success on enterprise launch readiness.
• Policy Architecture: Author, defend, and implement internal operational policies covering escalation thresholds, out-of-hours coverage, and community moderation.
• Data Security & Compliance: Enforce rigorous handling of user and enterprise client data in compliance with ISO 27001, GDPR, and HIPAA standards.

Qualifications

• Required:
• Support Leadership: Proven background managing a customer/technical support team, including direct hiring, onboarding, performance reviews, and coaching.
• Shift & Rota Management: Demonstrated experience organizing and running shift-based 24/7 support coverage across disparate time zones.
• Performance Analytics & SLAs: Track record of setting, enforcing, and reporting on standard support metrics (FRT, MTTR, CSAT) and governing enterprise-grade SLAs.
• Hands-on Modern Helpdesk Proficiency: Deep working experience with modern helpdesk infrastructure (Intercom, Zendesk, Freshdesk, or equivalent).
• Practical AI & Automation Skills: Real-world experience building or managing automated workflows or AI support agents within an operational environment.
• Exceptional Written Communication: Native-level fluency in written English, with demonstrated ability to write clear help center documentation, customer-facing escalation updates, and internal operating procedures.
• B2B & Enterprise Exposure: Prior background supporting business clients and managing multi-stakeholder relationships alongside enterprise account teams.
• Preferred:
• Direct experience tuning and maintaining conversational AI engines (e.g., Intercom Fin) for high-volume deflection.
• Working knowledge of no-code workflow automation platforms (e.g., Zapier, Make, n8n).
• Experience providing technical troubleshooting for mobile applications, wearable devices, or third-party hardware integrations.
• Direct background working within regulated, compliance-driven frameworks (GDPR, HIPAA, or ISO 27001).

Work Schedule

• Monday to Friday, anchored to overlap with US operational hours, with scheduled touchpoints on earlier shifts to maintain team-wide alignment.
• Weekend and overnight escalation coverage is shared collaboratively with a designated Deputy on a structured, scheduled rota.