Head of Global Customer Support

Phocas Software•Costa Mesa, CA

6d•Hybrid

About The Position

The Head of Global Support leads Phocas’ global support team and is accountable for solving and preventing product issues so that Phocas is reliable and easy to use. The role sets and delivers support strategy, policies, and processes to drive customer satisfaction and retention across all regions. It contributes to company goals by protecting retention, reducing support demand through root-cause fixes, and building a high-performing, customer-centric global team. The role makes the global support feedback loop work at scale: providing consistent service across time zones, reducing recurring issues through proactive root-cause resolution, and fostering a team culture that treats every customer interaction as an opportunity to build confidence and loyalty. It reports to the VP of Customer and works closely with Product, Engineering, Customer Success, and Professional Services. The position is responsible for timely and clear issue resolution, reducing repeat tickets, contributing to retention, developing the support team and leadership bench, and delivering operational excellence through global strategy, data-driven insight, and continuous improvement.

Requirements

At least 5 years in a senior leadership role within Technical Support, Helpdesk, or Professional Services.
Proven experience leading teams across multiple time zones while maintaining consistent performance and service quality.
Demonstrated success coaching, delegating, and developing high-performing individuals.
Strong technical acumen and/or experience managing technical teams.
Ability to interpret data, draw insights, and drive performance improvement using evidence-based decision making.
Track record of delivering measurable results at scale in a fast-paced, dynamic environment.
Strong customer-outcomes focus and ability to inspire teams to deliver exceptional service.
Clear communication, active listening, ability to adapt communication style to different audiences, and willingness to share knowledge and contribute to a positive team culture.
Dependability, adaptability, and a steady, solution-oriented approach to ambiguity and change.
Tertiary qualification or equivalent industry experience.

Nice To Haves

Experience with Data Analytics, FP&A, ERP, or Business Intelligence software.
Understanding of the economics of SaaS businesses.
Familiarity with manufacturing, wholesale, distribution, and retail.

Responsibilities

Ensure timely, clear resolution of customer issues across all regions, supported by high-quality documentation and effective self-serve resources.
Reproduce and escalate bugs, identify recurring issues, and collaborate with Product and Engineering to address root causes, improve usability, and reduce support demand.
Support the development of differentiated support offerings that meet diverse customer needs across the portfolio.
Inspire, coach, and develop the global support team; provide developmental coaching to support managers and build a customer-centric culture aligned with Phocas values.
Build a strong recruitment pipeline and onboarding experience for entry-level technical staff, ensuring consistent capability growth across regions.
Define and deliver the global support vision, strategy, and objectives in line with business goals; agree the strategy with the VP of Customer and communicate it to all regions within the first six months.
Improve internal processes and drive efficiencies across regions, using data to interpret performance, surface insights, and lead continuous improvement initiatives.
Lead cross-regional projects and promote collaboration across global teams, building deep knowledge of Phocas products and customer value to inform decisions.
Maintain consistent service quality across time zones, with CSAT, first response time, and SLA attainment at or above agreed global targets.
Build a high-performing global support team and leadership bench, with scalable recruitment and onboarding practices.
Drive down repeat and recurring ticket volume by collaborating with Product and Engineering to resolve underlying causes.
Contribute to customer retention by ensuring support is not a driver of churn and that customers gain confidence in Phocas through support interactions.