Global Head of Customer Support; Remote East​/Time Zone

Global Head of Customer Support (Remote, USA - East/Central Time Zone) We are seeking a Global Head of Customer Support to lead and scale a world-class, multi-tier support organization across Enterprise and SMB customers for a multi-product SaaS portfolio.

Team Viewer provides a leading Digital Workplace platform that connects people with technology—enabling, improving and automating digital processes to make work work better. Our software solutions harness the power of AI and shape the future of digitalization.

We believe that our diverse teams and strong company culture are key to the success of our products and technologies, that hundreds of millions of users around the world and around 645,000 customers across all industries rely on. With more than 1,900 employees worldwide, we celebrate the unique perspectives and talents that each individual brings to the table and foster a dynamic work environment where new ideas thrive.

Are you ready to join our team and make an impact?

We are seeking a Global Head of Customer Support to lead and scale a world-class, multi-tier support organization across Enterprise and SMB customers for a multi-product SaaS portfolio.

This executive leader owns global support strategy, operational standardization, modernization, and cost efficiency, while delivering a consistent, high-quality customer experience worldwide. The role is accountable for harmonizing support practices across regions and products, reducing cost-to-serve, and leveraging AI and automation to improve speed, quality, and scalability.

Operating at the intersection of Customer Success, Product, Engineering, Revenue, and Operations, this role ensures a seamless, data-driven post-sale support experience that drives customer satisfaction, retention, and product adoption.

Key Responsibilities

• Set and execute a global customer support strategy aligned to growth, cost efficiency, and customer experience.

• Standardize global support operations across regions, products, and customer segments, including coverage models, tiers, processes, and tools.

• Build and lead a high-performing, globally distributed support organization, developing strong regional leadership and talent pipelines.

• Own global support performance and operations, including KPIs, forecasting, capacity planning, backlog management, and continuous improvement.

• Deliver a consistent, omnichannel, end-to-end support experience across all customer segments and geographies.

• Drive automation, AI, self-service, and platform modernization to improve efficiency, scale, and cost-to-serve.

• Lead escalations, critical incidents, and executive-level customer engagements.

• Use data, analytics, and customer insights to reduce repeat issues, improve product quality, and inform roadmap priorities.

• Partner across Sales, Customer Success, Renewals, Product, Finance, Legal, Rev Ops, and IT to reduce churn, define SLAs, and optimize support economics.

• Champion a customer-first, accountable, data-driven culture across global teams.

• Travel Requirement - Up to 40% travel domestic and international

Required Qualifications

• 10–15+ years of progressive leadership experience in Customer Support or Technical Support within multiple SaaS organizations

• Proven success leading global, multi-product, multi-tier support organizations at scale for B2C, SMB and Enterprise

• Strong track record of improving CSAT, SLA performance, and reducing cost-to-serve

• Demonstrated ability to standardize and harmonize processes across regions and teams

• Deep expertise in support platforms, automation, and AI-driven support models

• Success operating in complex, global, matrixed environments

Preferred Qualifications

• Experience in high-growth or post-scale SaaS environments

• Technical or engineering-adjacent background

• Familiarity with ITIL, incident management, and service operations frameworks

• Experience leading large-scale support transformations or platform modernization initiatives

• Work location is Remote, USA (the ideal candidate resides in East or Central time zone USA)

• Competitive compensation

• Flexible PTO and paid holidays

• 401(k) with employer matching

• Comprehensive Health insurance package including 100%…