Support Operations Head

At WizCommerce, we are revolutionising B2B commerce for manufacturers, wholesalers, and distributors across the USA, India and Canada. Our mission is to empower businesses with innovative technology solutions that drive revenue and foster growth. Recognizing the challenges posed by outdated software and cumbersome offline selling methods, we offer a cutting-edge, AI-powered B2B sales app designed to enhance customer engagement. Our platform allows sales representatives to take orders seamlessly, whether at trade shows, in the field, or online. With our industry's only AI engine, reps can upsell effectively and automate internal processes, all while enjoying an intuitive and beautifully crafted user interface. Efficiency and user experience go hand in hand in our design philosophy. While B2C e-commerce has rapidly advanced, the B2B sector has often lagged behind, relying on disjointed systems. At WizCommerce, we see a vital opportunity to disrupt this space, bringing the same level of innovation that consumers expect. Our vision is to equip B2B businesses with the tools they need to thrive in a competitive market, streamline operations, and enhance customer interactions. If you want to disrupt a Trillion$+ space, WizCommerce is the place to be. Read more about us: Techcrunch, Forbes & our website. We're looking for people with a strong interest in building successful products or systems, comfortable dealing with lots of moving pieces, exquisite attention to detail, and are comfortable learning new technologies and methods. Job Description: We are seeking a seasoned Support Head to establish, lead, and scale our global support function for WizCommerce's fast-growing B2B SaaS platform. This role demands a strategic thinker with deep experience in SaaS customer support operations, proven leadership in building high-performing teams, and a relentless focus on delivering exceptional customer experiences. You will be responsible for defining the support vision, building the team, implementing best-in-class processes, and acting as the highest escalation point for complex issues. Your leadership will directly influence customer satisfaction, retention, and operational excellence. Responsibilities: Leadership & Team Building - Build, lead, and mentor a high-performing Customer & Technical Support team across multiple geographies. - Define team structure, roles, and hiring plans to meet current and future business needs. - Set clear performance metrics, conduct regular one-on-ones, and provide coaching for career development. - Design and execute comprehensive onboarding and continuous training programs. Customer Support Excellence - Oversee the resolution of escalated or business-critical issues for enterprise and mid-market clients. - Ensure world-class SLAs and KPIs (e.g., first response time, resolution time, CSAT, NPS) are consistently met or exceeded. - Implement proactive support strategies, including ticket deflection, customer education, and self-service tools. Process, Systems & Strategy - Establish and continuously refine support processes, escalation frameworks, and quality assurance measures. - Implement and optimize support platforms (Zendesk, Hubspot, JIRA, or similar). - Use analytics to identify trends, recurring issues, and opportunities for process automation. - Collaborate with Product and Engineering to address root causes and influence roadmap decisions. Cross-functional Collaboration - Act as the Voice of the Customer within the organization, sharing actionable insights with leadership, Product, Engineering, and Customer Success teams. - Partner with QA and Product teams during feature releases and updates to ensure readiness for support. - Contribute to the product roadmap with customer experience and operational efficiency in mind.

At WizCommerce, we are revolutionising B2B commerce for manufacturers, wholesalers, and distributors across the USA, India and Canada. Our mission is to empower businesses with innovative technology solutions that drive revenue and foster growth.