Head Of Support

Who Connecteam is:
Connecteam is a TLV-based startup on a mission to revolutionize the work experience for 80% of the global workforce—the deskless employees.

Our business management platform helps thousands of businesses thrive by simplifying workforce management, eliminating daily operational complexities, and empowering teams to focus on what truly matters: growing and running their business.

About the Role
We're looking for an experienced, strategic, and hands-on Head of Support to lead our global customer support organization at Connecteam. You will own all post-sale customer support operations, ensuring every interaction reflects our commitment to excellence, speed, and customer success. You'll be the key link between our customers, the CS organization, product, and development teams — ensuring the Voice of the Customer (VOC) is heard and acted upon.

You'll manage a global support team (including team leaders), set the vision, drive the agenda forward, and make sure our support function is a true competitive advantage for Connecteam.

Key Responsibilities
Strategic Leadership

• Define and execute the global support strategy aligned with Connecteam's customer experience goals.
• Own and improve CSAT, response times, resolution times, and other core support KPIs.
• Represent customer needs in product and engineering discussions (VOC).

Operational Excellence

• Lead, mentor, and develop the global support team leaders and their teams.
• Set clear performance standards and hold the team accountable for results.
• Own hiring, onboarding, and performance management for the support function.
• Implement scalable processes, tools, and automations to improve efficiency and quality.

Cross-Functional Collaboration

• Work closely with Customer Success to ensure seamless handoffs and a unified customer journey.
• Partner with Product and Development to escalate, track, and resolve complex customer issues.
• Provide structured customer feedback to influence product roadmap and feature prioritization.

Culture & Team Development

• Foster a culture of customer obsession, problem-solving, and continuous improvement.
• Develop career growth paths for support team members.
• Promote collaboration across geographies and time zones.

Requirements

• 2–3 years of experience managing a customer support organization.
• Proven leadership experience managing a global support team.
• Experience managing live chat support environments (not email-only).
• Proven success in high-traffic, high-pace environments.
• Strong track record of driving CSAT and NPS improvements.
• Experience leading team leaders/managers and managing distributed teams.
• Excellent cross-functional collaboration skills with CS, product, and engineering.
• Strategic thinker who can also roll up their sleeves and dive into operations.
• Data-driven decision-making mindset — experience using metrics to improve performance.
• Experience hiring, onboarding, and coaching high-performing teams.
• Experience using AI and automation tools in customer support operations.

Advantage:
Experience managing live chat support environments.

Joining Connecteam Is The Smart Move:

• We build our people up. Every team member is treated as a long-term investment and we recognize the value in always nurturing and training them so they can go above and beyond in their skills and job duties.
• We make an impact on our customer's business. We are on a mission to provide managers of all business types and sizes with the tools they need to communicate, operate, engage, and run their deskless workforce. Our product offers them an effective and affordable solution to run their business.
• We get the job done. Connecteam employees are passionate in executing their job duties so they can drive the company forward and provide real value to our customers.
• We have fun From weekly happy hours to holiday parties, we always enjoy each other's company (and good food, of course). Connecteam is like one big, happy family
• Everyone is welcome. Connecteam is committed to building an encouraging, caring, and supportive environment. We share a responsibility to support our team and enrich their lives.

Together we will shape the future of work
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