Head of Global Customer Support

Phocas Software is a profitable, growing SaaS company with a loyal customer base and a category-leading product. With a clear path toward scaling from $70M to $250M and a reimagined GTM structure, this is a prime moment to join and shape the future of how we deliver value to customers.

We know that fun is different for everyone. So, if you want to try out innovative approaches to sales, lead a project, save the planet, or spend more time with your favourite people outside work, you’ll have our full support.

As long as you’re doing what brings you joy, the rest falls into place. Think less stress, higher performance, more energy and all-round nicer human. Your friends and family will be delighted.

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The Head of Global Support leads Phocas' global support team and is accountable for solving and preventing product issues so that Phocas is reliable and easy to use. This role sets and delivers the support strategy, policies, and processes that drive customer satisfaction and retention across all regions — and contributes directly to company goals by protecting retention, reducing support load through root-cause fixes, and building a high-performing, customer-centric global team.

This is an ideal opportunity for a senior support leader who combines a genuine customer-first mindset with strong operational and analytical capability — someone who can inspire a global team, drive cross-functional accountability for product quality, and build the infrastructure that makes excellent support scalable.

Support is no longer just a cost centre — it is a retention lever and a product intelligence function. At Phocas, the support team is one of the closest points of contact with the customer base, and what the team sees, escalates, and feeds back to Product and Engineering shapes how quickly we improve.

This role is responsible for making that loop work at a global scale: consistent service across time zones, fewer recurring issues through proactive root-cause resolution, and a team culture that treats every customer interaction as an opportunity to build confidence and loyalty. Reporting to the VP of Customer, it works closely with Product, Engineering, Customer Success, and Professional Services to ensure support is connected, trusted, and driving the right outcomes.

Why This Role Matters

•Customer Resolution: Ensures timely, clear resolution of customer issues across all regions, with consistent service quality across time zones — with CSAT, first response time, and SLA attainment at or above agreed targets globally.

•Root-Cause Reduction: Drives down repeat and recurring ticket volume by identifying patterns, reproducing and escalating bugs, and collaborating with Product and Engineering to address underlying causes rather than managing symptoms.

•Retention Contribution: Makes support a competitive advantage for retention — ensuring the support experience is never a driver of churn and that customers leave every interaction with increased confidence in Phocas.

•Team Leadership & Talent: Builds and develops a high-performing global support team and leadership bench, with a strong recruitment pipeline and onboarding experience that scales entry-level technical capability consistently.

•Operational Excellence: Defines the global support vision and strategy, improves processes across regions, and uses data-driven insight to drive efficiency, cross-regional consistency, and continuous improvement.

What You Will Be Responsible For

•Ensure timely, clear resolution of customer issues across all regions, supported by high-quality documentation and effective self-serve resources.

•Reproduce and escalate bugs, identify recurring issues, and collaborate with Product and Engineering to address root causes, improve usability, and reduce support demand.

•Support the development of differentiated support offerings that meet diverse customer needs across the portfolio.

•Inspire, coach, and develop the global support team — providing support managers with developmental coaching and building a customer-centric culture aligned with Phocas values.

•Build a strong recruitment pipeline and onboarding experience for entry-level technical staff, ensuring consistent capability growth across regions.

•Define and deliver the global support vision, strategy, and objectives in line with business goals — agreed with the VP of Customer and communicated to all regions within the first 6 months.

•Improve internal processes and drive efficiencies across regions, using data to interpret performance, surface insights, and lead continuous improvement initiatives.

•Lead cross-regional projects and promote collaboration across global teams, building deep knowledge of Phocas products and customer value to inform decisions.

Who We Are Looking For

•5+ years in a senior leadership role within Technical Support, Helpdesk, or Professional Services, with proven experience leading teams across multiple time zones while maintaining consistent performance and service quality.

•Demonstrated success coaching, delegating, and developing high-performing individuals — builds strong relationships and leads with empathy and integrity.

•Strong technical acumen and/or experience managing technical teams working with Data Analytics, FP&A, ERP, or Business Intelligence software; understands the economics of SaaS businesses. Familiarity with manufacturing, wholesale, distribution, and retail is desirable.

•Interprets data, draws insights, and drives performance improvement — balances long-term vision with evidence-based decision making.

•Track record of delivering measurable results at scale in a fast-paced, dynamic environment; takes initiative and delivers with purpose and urgency.

•Cares deeply about customer outcomes and inspires teams to deliver exceptional service — support experience is never an afterthought.

•Articulates ideas clearly, listens actively, and adjusts communication style for different audiences; shares knowledge and contributes to a positive team culture.

•Handles change with grace, stays dependable in calm and challenging times, and brings a steady, solution-oriented approach to ambiguity.

•Tertiary qualification or equivalent industry experience.

Benefits

•Health Care Plan (Medical, Dental & Vision)

•Retirement Plan (401k, IRA)

•Life Insurance (Basic, Voluntary & AD&D)

•Paid Time Off (Vacation, Sick & Public Holidays)

•Family Leave (Maternity, Paternity)

•Short Term & Long Term Disability

•Training & Development

•Work From Home

•Wellness Resources

Phocas is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.