Head of Customer Support COE (Dubai-based)
Stealth B2B SaaS Company
Date: 3 weeks ago
City: London
Contract type: Full time
About The Company
We’re a fast-growing global holding company focused on acquiring and scaling B2B software companies worldwide. Our mission is simple: empower businesses to reach their full potential by providing strategic support and operational excellence. With a diverse portfolio of companies, we are constantly pushing the boundaries of innovation, growth, and value creation.
As we continue to expand, we are looking for entrepreneurial-minded professionals to join us and shape the future of B2B software.
About The Role
We acquire and operate mission-critical software companies in niche markets around the world. We are seeking a Head of Customer Support, Center of Excellence (COE) to support us in optimizing customer support across our portfolio.
Summary
We seek a highly experienced Head of Customer Support, Center of Excellence (COE) to optimize our customer support function. Reporting to the Head of Portfolio Management, you will establish our new CS COE, centralizing support, significantly improving performance, and enabling shared tools and resourcing across our global customer support teams. This pivotal role is crucial for building a world-class customer support organization to service our portfolio companies.
Roles & Responsibilities
We’re a fast-growing global holding company focused on acquiring and scaling B2B software companies worldwide. Our mission is simple: empower businesses to reach their full potential by providing strategic support and operational excellence. With a diverse portfolio of companies, we are constantly pushing the boundaries of innovation, growth, and value creation.
As we continue to expand, we are looking for entrepreneurial-minded professionals to join us and shape the future of B2B software.
About The Role
We acquire and operate mission-critical software companies in niche markets around the world. We are seeking a Head of Customer Support, Center of Excellence (COE) to support us in optimizing customer support across our portfolio.
Summary
We seek a highly experienced Head of Customer Support, Center of Excellence (COE) to optimize our customer support function. Reporting to the Head of Portfolio Management, you will establish our new CS COE, centralizing support, significantly improving performance, and enabling shared tools and resourcing across our global customer support teams. This pivotal role is crucial for building a world-class customer support organization to service our portfolio companies.
Roles & Responsibilities
- Establish our centralized Customer Support Center of Excellence (COE) and define its structure, operating model, and performance metrics
- Centralize all customer support functions, streamlining processes, and driving initiatives to enhance efficiency, responsiveness, and customer satisfaction
- Identify, implement, and champion shared tools, technologies, and automation solutions to improve support workflows
- Oversee and optimize offshore support teams, developing and enforcing robust Standard Operating Procedures (SOPs) for consistency and scalability
- Build, mentor, and lead a high-performing customer support team, fostering a culture of continuous learning and customer-centricity
- Partner closely with portfolio company General Managers, Sales, and Product/Engineering, acting as a strong advocate for the customer voice to integrate feedback and drive strategic decisions
- 5-10 years of experience in customer support leadership, preferably within B2B / enterprise SaaS, IT services or tech consulting
- Proven success building or scaling centralized/global support functions, including offshore team management (e.g. Southeast Asia, LATAM)
- Strong operational mindset with deep experience in support tooling (Zendesk, Intercom, etc.), ticket automation, and process design
- Track record of improving CSAT, reducing response/resolution times, and increasing support efficiency through systems and automation
- Experience working across cross-functional teams (Management, Product/Engineering, Sales, etc) to align support with broader business goals
- Strong project management and execution skills, with the ability to manage multiple workstreams simultaneously
- Excellent written and verbal communication skills, with experience presenting to and influencing executive stakeholders
- Hands-on, “builder” mentality: comfortable working in fast-paced, high-change environments with low structure
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