Head of Customer Support

The Role

We’re looking for an experienced, visionary leader to build and scale our Support function. At Heidi, we don’t believe that support is just about solving problems - for us, it’s a critical lever for retention and driving growth through word of mouth. This is a chance to design a world class support model that drives loyalty, advocacy, product improvement and business impact. Every interaction is an opportunity to delight our customers, and we’ll stop at nothing to achieve that.

In this role, you’ll define how support operates globally, scaling our central support hub and building regional teams that deliver consistently exceptional experiences to every customer, everywhere. You’ll also work closely with leaders across the business to ensure support is proactive, insight driven and central to our growth strategy.

What you’ll do:

• Develop a strategy to refine and scale our Support model engaging existing teams and regions integrating seamlessly with Customer Success.
• Build a user voice product team that envelops support engineering to reduce product issues, automate resolution paths, and proactively prevent recurring problems.
• Refine processes, workflows, and tools that create a highly efficient, scalable service.
• Partner closely with Product, Engineering, and CS to ensure customer insights flow into the roadmap and drive continuous improvement.
• Hire, mentor, and develop a high performing team of support leaders and representatives, fostering a culture obsessed with unreasonable hospitality and 7 star experiences.
• Define, track, and own key support metrics (CSAT, NPS, retention, resolution times, deflection, etc.) to demonstrate impact on both experience and growth.
• Design new and improve current initiatives such as ticket triaging and tiering, knowledge bases, automation, and proactive outreach that maximise customer delight.
• Relentlessly champion the customer voice, ensuring every interaction reinforces loyalty, trust, and advocacy.