Role: Head of Support

Location: Remote (Philippines)

Reporting to: Chief Operating Officer (COO)

Working Hours: Full-time (Monday – Friday, anchored to overlap with US hours, with cross-shift visibility)

Salary Range: $1,600 – $2,000 USD per month (commensurate with experience)

Type of Contract: Remote, Full-time

About the Company

Our client is a high-growth, AI-powered health intelligence and employee wellbeing platform built for global enterprises. Their platform centralizes health benefits, intelligently routes employees to the care and resources they need, and incentivizes healthy living. Enterprise leaders gain live visibility into workforce health analytics across global markets, while employers achieve measurable ROI on their healthcare and benefits spend.

Currently deployed across 150+ countries, our client is trusted by premier global organizations and enterprise employers. The company is ISO 27001 certified, GDPR compliant, and HIPAA-aligned, with proprietary AI models developed in collaboration with researchers at leading academic institutions.

The Opportunity

Support serves as the single front door to our client’s platform. Every end-user question, administrative inquiry, and technical escalation arrives here across the mobile app, web platform, and central support channels.

As the Head of Support, you will take full ownership of this critical department. You will set operational standards, establish performance targets, manage global shift rotas, and scale the support team through a phase of massive enterprise growth—ensuring an exceptional experience for hundreds of thousands of users in 150+ countries.

You will also drive customer service automation. Our client's AI agent already autonomously resolves just over 50% of incoming conversations without human intervention. You will identify further operational bottlenecks and deploy no-code/AI tooling to eliminate repetitive manual work. With multiple major enterprise client rollouts scheduled in the coming months, post-launch support excellence will be the primary benchmark by which client success is measured.

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.

Head of Support - 67677325145