Head of Customer Support – B2B SaaS / Technology

 

Role Description: Head of Customer Support

Metadata Field Details

Title (ID) Head of Customer Support

Owner Customer Support Department

Version 1.0

Date 02.06.2026

Status Final Draft

 

Role Overview

The Head of Customer Support is a pivotal leadership position responsible for directing B2B customer service operations across our two core operating countries. This role dynamically blends strategic vision, cross-border operational excellence, and hands-on people leadership. The primary mandate of the candidate is to define and continuously evolve what "excellent B2B customer service" looks like for our organisation; then design, deploy and continuously optimise a multi-tier support model to create efficiency and effectively service customers relative to their strategic importance. Operationally, the successful candidate will establish robust performance metrics and drive sustained team improvement through structured coaching, process refinement, and modern management practices.

Strategic Objectives

● Define & Benchmark Support Excellence: Establish the vision, core values, and quality standards that define "great customer service" for our two-country B2B clientele.

● Implement a Multi-Tier Support Model: Restructure the existing support framework into a clear multi-tier model (e.g., Tier 1, Tier 2, Tier 3) to ensure rapid

 

 

triage, optimised resource allocation, and specialised care for high-value enterprise accounts.

● Establish a Metric-Driven Culture: Implement baseline telemetry, clear Key Performance Indicators (KPIs), and real-time dashboards to measure operational health, cross-border SLA compliance, and client satisfaction (CSAT).

● Drive Sustained Improvement: Cultivate a continuous improvement cycle utilising process automation, regular workflow audits, and individual performance coaching.

 

Key Responsibilities

Strategic Framework & Multi-Tier Architecture

● Model Design: Architect and execute a multi-tier support structure tailored to differentiate standard transaction handling from high-value, high-touch account support.

● Cross-Border Standardisation: Align and standardise service workflows between the two operating countries to ensure a seamless, unified customer experience regardless of geography.

● Tooling Optimisation: Configure and optimise customer service tooling (e.g., Zendesk, Jira Service Management) to support the new multi-tier routing rules and automate repetitive tasks.

Operational & Metric Management

● Performance Telemetry: Define, manage, and report on critical B2B support metrics, including First Response Time (FRT), Mean Time to Resolution (MTTR), Tier Escalation Rates, and SLA Achievement.

● SLA Compliance: Oversee daily operations to ensure strict adherence to contractually mandated B2B SLAs across both operating regions.

● Process Enhancement: Turn operational data into action. Conduct regular post-incident and queue reviews to identify bottlenecks and permanently enhance support processes.

● Feedback: seek and analyse feedback from operations, customers and the revenue team. Use this feedback to enhance outcomes.

Team Management & Coaching

● Structured Coaching: Actively mentor and coach regional support leads and agents, transitioning them from purely reactive ticket-handlers to proactive

 

 

problem solvers. ● Performance Appraisals: Establish individual performance targets aligned

with the new metric framework and conduct regular performance evaluations. ● Resource & Capacity Planning: Manage staffing levels, shifts, and

cross-country resource sharing to ensure balanced workloads and consistent coverage during local operating hours.

B2B Client Experience & Escalation

● High-Value Account Safeguarding: Act as the premier operational point of contact for strategic accounts, ensuring their complex needs bypass standard queues when necessary.

● Critical Escalations: Direct the response to high-priority cross-border service incidents, coordinating technical teams and providing transparent, executive-level communication to affected B2B clients.

 

Key Attributes & Competencies

● B2B Enterprise Mindset: Deep understanding of the critical nature of B2B relationships, where service delays directly impact a client's business operations and revenue.

● Analytical Leader: Heavily data-driven; capable of translating raw helpdesk metrics into actionable team training goals and process improvements.

● Coach & Mentor: A passion for people development, with a proven track record of elevating team performance through constructive feedback and structured growth plans.

● Cross-Cultural Communicator: Adept at managing a team distributed across two countries, navigating minor cultural or operational nuances with empathy and clarity.

 

Experience & Qualifications

Required Experience

● Professional Leadership: 5+ years of experience leading a customer support, service delivery, or helpdesk function in a B2B environment (SaaS, IT, or Technology sectors preferred).

● Model Restructuring: Proven experience designing or restructuring a multi-tier support model that resulted in measurable efficiency gains.

 

 

● Metric Management: Demonstrated track record of establishing, tracking, and meeting aggressive operational KPIs and SLAs.

● Multi-Site Management: Experience managing or coordinating teams across more than one geographic location or country.

Desirable Qualifications and Experience

● Certification in modern service frameworks (e.g., ITIL Foundation or higher). ● Advanced proficiency with modern B2B ticketing and CRM suites (e.g.,

Zendesk, Salesforce Service Cloud, Freshdesk). ● A similar role in a B2B SaaS business. ● A proven record of customer service transformation.