Global Head of Customer Solutions
2 нед. назад
Страна неизвестнаHeadRemote
account managementtechnical supportcustomer successpayment apifraud prevention
Lead and scale global Account Management and Technical Support teams in a payment infrastructure company.
О компании
- Our client is a fast-growing global payment infrastructure company helping businesses operate and scale across international markets.
- Its technology gives enterprise customers access to more than 1,000 payment methods through a single API, while supporting payment orchestration, intelligent routing, and fraud prevention across more than 190 countries.
- With a globally distributed, remote-first organization, the company is entering its next phase of international expansion, with a particular focus on Europe and APAC.
Обязанности
- We are looking for a Global Head of Customer Solutions to lead and scale the company’s global Account Management and Technical Support functions.
- Sitting at the intersection of engineering, technical support, and commercial operations, this role will be responsible for ensuring that enterprise customers receive exceptional support and strategic guidance following implementation.
- Reporting to the SVP of Operations , you will lead an international organization currently comprising approximately 13 people, including four direct reports. The team is distributed across Brazil, Colombia, Argentina, the United States, Spain, and the United Kingdom, with further growth expected as the company expands into new markets.
- This is a highly visible leadership role requiring both strategic direction and hands-on involvement. You will build the structure, processes, capabilities, and performance standards needed to deliver a consistent global customer experience while developing a high-performing, internationally distributed team.
- In this role, you will create a scalable and consistent global Customer Solutions organization that delivers excellent technical support, strengthens enterprise relationships, and supports the company’s international growth.
- You will build a high-performing team, improve visibility through meaningful metrics, and ensure that customer needs are effectively represented across Engineering, Product, Commercial, and Operations. Most importantly, you will help turn complex post-implementation interactions into long-term customer confidence and partnership.
Другое
- Lead and scale the global Customer Solutions organization, encompassing Account Management and Technical Support
- Own the post-implementation customer experience for enterprise clients, ensuring effective ongoing support, issue resolution, and relationship management
- Establish a clear global operating model across regions, functions, and customer segments
- Hire, coach, and develop a diverse international team, creating strong leadership capacity as the organization grows
- Define and monitor the metrics that measure customer health, service quality, responsiveness, operational efficiency, and team performance
- Standardize processes, escalation protocols, service expectations, and ways of working across markets
- Build proactive customer-management practices that identify risks and opportunities before they become urgent
- Partner closely with Engineering and Product teams to resolve complex technical issues and translate customer feedback into meaningful improvements
- Collaborate with Commercial teams to ensure continuity from implementation through long-term account development
- Act as a senior escalation point for strategic enterprise customers and high-impact technical or operational matters
- Strengthen collaboration and knowledge-sharing across a remote, globally distributed organization
- Support the company’s continued international expansion, particularly across Europe and APAC
- Represent the voice of the customer in leadership discussions and operational planning
- Significant leadership experience within Customer Solutions, Technical Account Management, Enterprise Customer Success, Technical Support, or a related function
- Experience leading global technical support and customer-facing teams, ideally within payments, fintech, SaaS, or another technically complex B2B environment
- Strong understanding of post-implementation enterprise customer management and technical support operations
- Demonstrated success building, scaling, and professionalizing internationally distributed teams
- Strong people leadership skills, including experience hiring, coaching, developing, and managing managers
- Ability to define global processes, service standards, performance metrics, and escalation frameworks
- Confidence working with senior enterprise stakeholders and navigating complex or business-critical customer situations
- Strong cross-functional collaboration skills, particularly with Engineering, Product, Sales, and Operations
- Ability to combine strategic thinking with hands-on execution in a fast-moving, high-growth environment
- Excellent analytical, organizational, and problem-solving capabilities
- Fluency in English; Spanish is a strong advantage
- Willingness to travel internationally as required, approximately once per quarter