Head of Support

About the role

We are seeking a Head of Support to lead and scale our global customer support organization.lead and scale our Technical Support organization, reporting to the Head of Platform Experience. This senior leader will own the vision, strategy, and execution of world-class technical support for Papaya’s global customer base.

What you'll do

• Lead, mentor, and scale a high-performing global support organization across regions and time zonesacross shifts, regionsand time zones
• Develop the team through growth paths, learning opportunities, agent upskilling and subject-matter/domain experts
• Build a culture of accountability, technical excellence, and customer-centricity
• Own global support operations, including SLAs, escalations, shift coverage, quality metrics, and service delivery frameworks
• Reduce avoidable and repeat cases through root-cause work, workflow setup, proper case documentation and agent upskilling

What you need

• 12–15 yrs of experience
• Customer success
• SQL
• AWS
• Salesforce
• Git
• Escalation handling
• Any graduate

Good to have

• Root cause analysis
• Roadmapping