Global Head of Customer Support

Our client, a global leader in in food safety, compliance, and product integrity solutions, is seeking a Head of Customer Support. This role leads the strategy, performance, and customer experience of the global software support function within the Digital Solutions division. This leader is responsible for a distributed support team providing first, second, and advanced technical support across the division’s software portfolio. The role defines the operating model, drives day-to-day service quality, and partners closely with Product, Engineering, Customer Success, and Professional Services to deliver a unified, high-quality support experience to enterprise and mid-market customers alike. Will be working to support customers in over 100 countries and supporting product teams in the US, LATAM, EMEA , and APAC.

Key Responsibilities:

• Define and execute the customer support strategy, operating model, and service frameworks aligned to ITIL best practices and ...