Head of Support (Global)

Key Responsibilities

• Proactive Support Strategy: Build a support philosophy focused on preventing issues, anticipating needs, and driving customer success before problems arise
• Global Team Building: Recruit, train, and manage support teams across Israel and international locations, scaling headcount in line with growth
• Support Operations: Design and implement support processes, SLAs, escalation workflows, ticket management systems, and quality assurance frameworks
• Knowledge Base Development: Create and maintain comprehensive self-service resources, documentation, tutorials, and troubleshooting guides
• Technical Expertise: Provide deep technical support for complex issues, serving as the escalation point for the most challenging customer problems
• Customer Success Partnership: Collaborate with Customer Success to ensure smooth onboarding, adoption, and ongoing value realization
• Product Feedback Loop: Systematically capture, categorize, and communicate customer feedback, pain points, and feature requests to Product and Engineering teams
• Metrics & Analytics: Track and optimize key support metrics (CSAT, response time, resolution time, first-contact resolution, ticket volume trends)
• Tooling & Infrastructure: Select and implement support tools (ticketing systems, knowledge bases, chat platforms, analytics) that enable team efficiency
• Customer Advocacy: Serve as the voice of the customer internally, ensuring their needs and challenges inform company strategy

Requirements

Essential Qualifications

• 6+ years of customer support experience, with at least 3 years in leadership roles
• Proven track record building support teams from scratch or scaling support operations through high-growth phases
• Experience managing global or distributed support teams across multiple time zones
• Strong technical background with ability to troubleshoot complex B2B SaaS or technical products
• Deep understanding of support best practices, frameworks (ITIL, etc.), and modern support tooling
• Data-driven approach with experience using analytics to improve support operations
• Excellent communication skills in English (written and verbal); additional languages a plus
• Experience in B2B SaaS, preferably in workflow automation, integration platforms, or technical products

Preferred Qualifications

• Previous experience at a fast-growing startup (Series A-C)
• Background in technical support, solutions engineering, or customer success engineering
• Familiarity with APIs, integrations, databases, and workflow automation concepts
• Experience implementing AI-powered support tools or chatbots
• Knowledge of support platforms (Zendesk, Intercom, Freshdesk, etc.)
• Understanding of global compliance and data privacy requirements (GDPR, SOC2)

What We're Looking For

• Proactive Mindset: You anticipate problems before they happen and build systems to prevent them, not just fix them
• Customer Empathy: You genuinely care about customer success and build that culture throughout your team
• Builder Mentality: You're excited to create support infrastructure from the ground up and aren't intimidated by greenfield challenges
• Technical Depth: You can go deep on product functionality and troubleshoot complex technical issues yourself
• Strategic Thinker: You see support as a strategic function that drives product improvement and customer retention, not just a cost center
• Data-Driven: You use metrics to identify trends, optimize processes, and demonstrate the value of support investments
• Collaborative Leader: You build strong relationships across Product, Engineering, Sales, and Customer Success teams
• Scalability Focus: You design processes and hire people with an eye toward 10x growth

Key Challenges You'll Solve

• How do we shift from reactive firefighting to proactive issue prevention?
• What's the right balance between self-service resources and human support for our customer base?
• How do we maintain support quality and responsiveness while scaling rapidly?
• How do we capture customer insights systematically and ensure they influence product direction?
• What support capabilities need to be in-house vs. outsourced as we scale globally?
• How do we support both technical and non-technical users effectively?

Success Metrics (First 12 Months)

• Build and scale support team to handle 5-10x growth in customer base
• Achieve CSAT scores of 90%+ and maintain response/resolution time SLAs
• Launch comprehensive knowledge base with 80%+ self-service resolution rate for common issues
• Establish product feedback loop with monthly insights reports influencing roadmap
• Implement support tooling and processes that scale efficiently
• Reduce escalations to engineering by 50% through improved documentation and training

Why Bondi?

As Head of Support, you'll have a unique opportunity to shape customer experience from the ground up at a fast-growing company. You'll build a team and culture that makes support a competitive advantage, not just a necessary function. Your work will directly impact customer satisfaction, retention, and product improvement. If you're passionate about creating support experiences that delight customers and drive business success, this is your role.