Head of Customer Support
- Hiring from
- United States
- Work type
- Remote
- Posted
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Great People Build Great Products
Grow with us while working on something that truly makes a difference.
A Great Place to Work.
At Five Sigma, we build AI technology that’s used every day by insurers handling insurance claims. Our products help claims teams work faster, avoid mistakes, enjoy their jobs, and provide better service to the people who count on them.
If you’re excited to work as part of a strong team in a supportive environment, and want to make a real impact with AI technology that is shaping the future, you’ll feel at home here.
Why Work at Five Sigma?
What You Do Matters
Whether you build, sell, or support, your work solves real problems and helps people every day.
Dynamic Startup Culture
We keep things simple. Clear goals, direct communication, and fast decisions and growth.
Flexible and Hybrid Work
Work where you're most productive. Our team is remote or hybrid, and we make it easy to stay in sync.
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Head of Customer Support
About The Position
About Five Sigma
Five Sigma is an AI-native claims management software company helping insurance organizations transform their claims operations.
We are looking for a Head of Support to lead our global support function and build an AI-powered support operation. This role combines hands-on leadership of support professionals across multiple regions with ownership of the strategy, implementation, and continuous improvement of AI-enabled customer support.
What you’ll do
Lead and develop a global support team
- Manage, coach, and grow a team of support professionals across regions and time zones.
- Design regional coverage, handover processes, and escalation paths to deliver consistent, timely support.
- Establish clear ownership, service standards, and development plans for the team.
- Remain hands-on with complex customer issues and critical escalations.
Build and scale AI-powered support
- Define and execute a roadmap for integrating AI into customer-facing support and internal support workflows.
- Evaluate and implement AI tools for self-service, ticket triage, troubleshooting, response assistance, and knowledge retrieval.
- Define which issues AI can resolve independently and when human review or escalation is required.
- Own the quality and ongoing maintenance of the knowledge base that supports both customers and AI tools.
- Partner with Engineering, Product, and AI teams to integrate support capabilities with Five Sigma’s platform and systems.
- Monitor AI response accuracy, resolution quality, and customer experience, and continuously improve performance.
Own support operations and service quality
- Establish scalable processes for ticket management, prioritization, incident response, and customer communication.
- Define and manage SLAs and KPIs, including response and resolution times, customer satisfaction, backlog health, and AI-assisted resolution outcomes.
- Ensure appropriate handling of customer data, access permissions, and sensitive information across support workflows.
- Plan team capacity and tooling as the customer base grows across regions.
- Drive consistent service quality while improving operational efficiency.
Turn customer issues into product improvements
- Partner closely with Customer Success, Delivery, Product, and Engineering to resolve issues and clarify ownership.
- Identify recurring issues and drive root-cause resolution, documentation improvements, and product feedback.
- Provide leadership with clear reporting on support performance, customer pain points, and opportunities for improvement.
Requirements
What you bring
- 5+ years of experience in technical customer support within a B2B SaaS environment, including 2+ years in a leadership role.
- Experience managing distributed teams and supporting enterprise customers across multiple regions or time zones.
- Demonstrated experience implementing AI or automation in support, with ownership from evaluation through rollout and ongoing improvement.
- Strong technical understanding of SaaS platforms, APIs, integrations, and troubleshooting processes.
- Experience building support processes, knowledge bases, service metrics, and escalation frameworks.
- Strong judgment in managing critical incidents and communicating clearly with customers and internal stakeholders.
- A hands-on approach, strong analytical skills, and the ability to build processes in a growing company.
- Excellent written and verbal communication skills in English.
An advantage: Experience in insurance, claims technology, or other complex enterprise software environments.
What success looks like
A well-coordinated global support team that delivers reliable service across regions, supported by AI capabilities that improve resolution speed and quality, expand self-service, and give people more capacity to handle complex customer needs.
Great minds think independently.
Join a team where your mind leads the way.
Global Team,
Local Presence
We have teammates across North America, Europe, Australia and Israel. Whether you’re in one of our hubs or remote, you’ll be part of the core team.
What do our employees love about Five Sigma?
Our Values
Our values define who we are, how we operate, and the impact we strive to make in the world. By living these principles every day, we aim to create a meaningful and lasting legacy.
Value Creation as Our North Star
We are driven by an unwavering commitment to creating value for all our stakeholders. Our primary focus is on delivering exceptional value to our customers, empowering them to generate value for their own clients. This value chain not only fuels our customers’ success but also drives growth for our investors, partners, and employees. We believe that value creation is the cornerstone of our mission, and it always comes first in everything we do.
Pursuit of Excellence
We are driven by a relentless pursuit of excellence in everything we do, with a deep focus on mastering our domain. Our commitment goes beyond competence—we innovate, refine, and push boundaries to set new industry standards. By continuously improving and delivering unmatched expertise, we empower our customers and partners with solutions that redefine what’s possible in our field.
Commitment to Delivering on Our Promises
At the core of our values is an unwavering commitment to following through on every promise we make. We don’t just set goals—we take ownership and ensure they are achieved, without exception. Whether it’s a strategic initiative, a critical customer deliverable, or a daily operational task, we are fully accountable for seeing things through to completion. This relentless focus on execution strengthens trust, fosters long-term relationships, and reinforces our reputation for delivering every time.
Integrity and Transparency
Integrity and transparency are the bedrock of our operations. We communicate openly and honestly, fostering trust and accountability in all interactions. By staying true to these values and principles, we build trust which is the prerequisite for long-term relationships.
Collaboration as a Strength
We believe in the power of collaboration to achieve extraordinary outcomes. By fostering a culture of teamwork, we unite our employees, customers, and partners to co-create solutions that deliver meaningful impact. Together, we can achieve far more than we could individually.
Joy and Fulfillment in Our Work
We spend a significant part of our lives doing what we do, and we believe it should be enjoyable and fulfilling. By fostering a culture of joy and enthusiasm, we inspire creativity, innovation, and dedication. This positivity radiates throughout our ecosystem, driving each of us to continually improve and excel in our endeavours.
If you have what it takes, you’ll thrive at Five Sigma.
Explore our open roles or reach out directly.
We’d love to meet you. 🙂
