Global Head of Customer Solutions

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

👻 Ghost score 12%

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BreakmarkHR

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2025

💼 Consulting

🎯 Recruiter

📋 Compliance

Consulting • Recruitment • Compliance

BreakmarkHR is a strategic HR consultancy and global workforce services provider that helps fast-growing startups and scale-ups build people infrastructure—from first hire to international expansion. They offer fractional CHRO advisory, talent acquisition and recruitment outsourcing, people operations, HR compliance and policy services, plus Employer of Record (EOR) and Contractor of Record (COR) solutions to hire and engage workers across jurisdictions without local entities. BreakmarkHR focuses on startup speed, senior-level HR expertise, and legally compliant global hiring and contracting.

📋 Description

• Lead and scale the global Customer Solutions organization, encompassing Account Management and Technical Support • Own the post-implementation customer experience for enterprise clients, ensuring effective ongoing support, issue resolution, and relationship management • Establish a clear global operating model across regions, functions, and customer segments • Hire, coach, and develop a diverse international team, creating strong leadership capacity as the organization grows • Define and monitor metrics measuring customer health, service quality, responsiveness, operational efficiency, and team performance • Standardize processes, escalation protocols, service expectations, and ways of working across markets • Build proactive customer-management practices that identify risks and opportunities before they become urgent • Partner with Engineering and Product teams to resolve complex technical issues and translate customer feedback into improvements • Collaborate with Commercial teams to ensure continuity from implementation through long-term account development • Act as a senior escalation point for strategic enterprise customers and high-impact technical or operational matters • Strengthen collaboration and knowledge-sharing across a remote, globally distributed organization • Support the company’s continued international expansion, particularly across Europe and APAC • Represent the voice of the customer in leadership discussions and operational planning • Create a scalable and consistent global Customer Solutions organization that delivers excellent technical support, strengthens enterprise relationships, and supports international growth

🎯 Requirements

• Significant leadership experience within Customer Solutions, Technical Account Management, Enterprise Customer Success, Technical Support, or a related function • Experience leading global technical support and customer-facing teams, ideally within payments, fintech, SaaS, or another technically complex B2B environment • Strong understanding of post-implementation enterprise customer management and technical support operations • Demonstrated success building, scaling, and professionalizing internationally distributed teams • Strong people leadership skills, including experience hiring, coaching, developing, and managing managers • Ability to define global processes, service standards, performance metrics, and escalation frameworks • Confidence working with senior enterprise stakeholders and navigating complex or business-critical customer situations • Strong cross-functional collaboration skills, particularly with Engineering, Product, Sales, and Operations • Ability to combine strategic thinking with hands-on execution in a fast-moving, high-growth environment • Excellent analytical, organizational, and problem-solving capabilities • Fluency in English; Spanish is a strong advantage • Willingness to travel internationally as required, approximately once per quarter

🏖️ Benefits

• Willingness to travel internationally as required, approximately once per quarter