Global Head of Support

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FoodChain ID

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1996

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

FoodChain ID is a company specializing in certification and compliance solutions primarily for the food and beverage industry. They offer a wide array of services including food safety certifications, organic and non-GMO certifications, regulatory compliance assessment, and sustainability certifications. They also provide regulatory compliance tools, testing solutions, consulting services, and training to help companies ensure product safety and meet regulatory requirements across global markets. Their expertise extends to brand protection against food fraud, reducing market entry risks, and leveraging technology for product development and compliance analysis. FoodChain ID is dedicated to maintaining transparency and safety in the food supply chain, offering services to over 30,000 customers worldwide.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• Flexible work arrangements • Professional development opportunities