Head of Global Support

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Head of Global Support based in Canada.

As Head of Global Support, you will lead and transform a large-scale, international customer support organization, overseeing approximately 130 support professionals across multiple regions and time zones. You will play a pivotal role in evolving traditional reactive support into a proactive, customer-centric operation powered by AI and automation. Combining strategic leadership with operational excellence, you will drive improvements in customer satisfaction, first contact resolution, and response and resolution times. You will oversee workforce planning, service quality, operational performance, and team development while ensuring every customer interaction remains personal and empathetic. Working closely with cross-functional teams, you will address root causes, optimize processes, and strengthen the overall customer experience. This is an exciting opportunity to shape the future of global support within a fast-growing, technology-driven hospitality environment.