C - Global Head of Support

Company Overview: At FoodChain ID, we are driven by our vision to make it easier to keep the food supply chain safe and transparent. As a global leader in food safety, compliance, and product integrity solutions, we support more than 30,000 companies across 100+ countries with a comprehensive and integrated software platform that enables leading food manufacturers and retailers to manage compliance, risk, and access new markets and consumers efficiently as the New Food Economy continues to evolve. Job Title: Global Head of Customer Support Reports To: CTO, Digital Solutions Location: Remote (global) Job Type: Full Time Job Overview: The Global Head of Customer Support leads the strategy, performance, and customer experience of FoodChain ID’s global software support function within the Digital Solutions division. Reporting to the CTO of Digital Solutions, this leader is responsible for a distributed support team providing first, second, and advanced technical support across the division’s software portfolio. The role defines the operating model, drives day-to-day service quality, and partners closely with Product, Engineering, Customer Success, and Professional Services to deliver a unified, high-quality support experience to enterprise and mid-market customers alike. Key Responsibilities: Define and execute the customer support strategy, operating model, and service frameworks aligned to ITIL best practices and division objectives. Lead and develop the global support team across first, second, and advanced technical support and grow the function in line with portfolio growth. Own end-to-end service delivery: including incident, problem, and change management Establish, monitor, and report on the KPIs, SLAs, and CSAT/NPS measures that govern support performance Provide oversight on complex technical escalations, root cause analysis, and cross-functional resolution across cloud and on-premise environments. Partner with Product Management and Engineering on defect lifecycle, prioritisation, customer communication, and feeding service insights back into the product roadmap. Own the support customer experience, including service reviews, senior escalations, key-account relationships, and the onboarding and adoption experience for new customers. Build the knowledge management, self-service, and customer-facing documentation capabilities required to scale the function efficiently. Lead adoption of automation, analytics, and AI-driven tooling; including FreshService and equivalent service management platforms Recruit, develop, and retain a high-performing support organization Provide regular reporting and insight to division leadership on support performance, customer risk, retention impact, and investment priorities. Support the integration of newly acquired products into the support operating model as the portfolio evolves. This job description is not intended to be all-inclusive. Employees may be asked to perform additional tasks as required, that may or may not be related to their primary duties. Required Qualifications: Minimum 8 years of progressive experience in customer support or technical support, with at least 3 years leading distributed support teams within SaaS or software businesses. Experience managing managers or team leads, and growing a support function over time. Working knowledge of ITIL, support methodologies, and service management best practices, including incident, problem, and change management. Strong technical acumen across SaaS architectures, cloud environments (AWS and Microsoft Azure), web technologies, and relational databases Track record managing the support relationship with Product and Engineering, including defect lifecycle, prioritisation, and roadmap influence. Data-driven approach with hands-on experience using support KPIs, SLAs, and CSAT/NPS to drive measurable performance improvement. Excellent communication and stakeholder management skills, with experience presenting to senior leadership and key customers. Bachelor’s degree or equivalent professional experience. Preferred Qualifications: Experience leading support integration during mergers and acquisitions or multi-product portfolio consolidation. Familiarity with FreshService or equivalent enterprise service management platforms. Experience implementing AI-assisted support, self-service deflection, and proactive monitoring capabilities at scale. Background supporting customers in regulated industries (food, life sciences, manufacturing, or comparable).