Global Head of Support

Employment Type: Full Time

Position Overview

At 360Learning, support is a central pillar of the customer experience. Our Support team ensures every customer interaction is fast, accurate, and low-effort, while our Technical Writing team builds and maintains the knowledge base that empowers both customers and internal teams to self-serve effectively.

As Global Head of Support, you will be responsible for leading a globally distributed team across EMEA and North America (14 support agents and 3 tech writers). Your primary focus will be scaling support in line with the company’s growth, owning the global support strategy, optimizing team structure and operations, and driving continuous improvement in the customer experience. You will also lead the rollout of AI-driven tools and automation to increase efficiency, reduce resolution time, and improve customer satisfaction.

This is a cross-functional and highly visible role where you will collaborate closely with Product, Engineering, Customer Success, and Enablement to resolve complex issues, surface insights, and help build a more seamless customer journey. This is a strategic leadership role with the opportunity to make customer support a true differentiator for 360Learning.

Responsibilities & Goals

Within 1 month:

• Experience a comprehensive onboarding covering teams, culture, and product.
• Establish key metrics and reporting in Zendesk, Salesforce, and the product.

Within 3 months:

• Analyze support metrics and KPIs to identify trends, address concerns, and challenge the 12-month to 3-year roadmap, ensuring leadership in AI adoption and support methods.
• Collaborate closely with cross-functional teams (Product, Engineering, Professional Services) to provide technically sound, high-quality, comprehensive answers.
• Establish exceptional communication with the Customer Success team in Zendesk and escalate key customer issues for faster resolution.

Within 6 months:

• Execute operational efficiencies identified in your six-month plan with buy-in across functions and within your team, including communication methods, tiers, AI, and tool selection.
• Lead, mentor, and expand a team of support agents and technical writers, fostering a culture of excellence, accountability, and continuous learning.
• Ensure the support team is equipped with the necessary training to provide top-notch service.

Within 12 months:

• Reach established KPIs to provide best-in-class customer education and support by integrating staff, resources, and leveraging enterprise support and tech writer tools and AI enhancements.

The Skill Set

• Proven experience in leading and scaling customer support and knowledge bases in a B2B SaaS dynamic environment.
• Strong track record in improving customer satisfaction and support metrics.
• Technical acumen with a proven ability to investigate customer issues and report in-depth and asynchronously.
• Excellent leadership and people management skills, with the ability to inspire and develop high-performing teams within a Convexity culture in a European and North American environment.
• Strategic, data-driven thinker with a customer-first mindset and a knack for problem-solving.
• Experience with customer support technologies and platforms, specifically Zendesk and SFDC Service Cloud.
• Fluent English (US/UK) / B2 level or equivalent.
• French (FR) B2 level or equivalent is required.
• German B2 level or equivalent is a plus.
• Enthusiasm for our working environment: https://bit.ly/Convexity_360L

What We Offer

• Compensation: Package includes base salary and a variable component.
• Benefits: Work From Home allowance, social security, health insurance, unemployment insurance, common contingency, salary guarantee fund. Leave requests are subject to local policies.
• Balance: Flexible hours, Total work from home possible anywhere in Spain.
• Diversity, Equity, and Inclusion: We have 6 active ERGs.