job description
Are you a seasoned customer support leader ready to make a global impact? Guardhouse, a fast-growing SaaS scale-up, is seeking a dynamic Head of Support to lead our customer success initiatives in the heart of Bali, Indonesia.
In this pivotal role, you’ll shape the future of our customer experience strategy, ensuring seamless support for our international client base. You’ll collaborate with cross-functional teams to optimize processes, drive satisfaction, and scale our operations as we expand. This is your opportunity to leverage your expertise in SaaS support while enjoying the vibrant work-life balance Bali offers.
If you’re passionate about building high-performing teams, solving complex challenges, and delivering exceptional service, we want to hear from you. Join Guardhouse and be part of a mission to redefine global SaaS support excellence.
Responsibility
- Lead and mentor a high-performing customer support team to deliver world-class service.
- Develop and implement scalable support strategies aligned with business growth objectives.
- Monitor and analyze KPIs (CSAT, NPS, response times) to drive continuous improvement.
- Collaborate with Product and Engineering teams to advocate for customer needs and resolve escalations.
- Design and optimize self-service resources (FAQs, knowledge bases, chatbots) to reduce ticket volume.
- Manage budget and resource allocation for the support department.
- Foster a customer-centric culture across the organization.
- Stay ahead of SaaS industry trends to proactively enhance support offerings.
Qualifications
- Proven experience (5+ years) in customer support leadership, preferably in a SaaS environment.
- Strong track record of building and scaling support teams in high-growth companies.
- Exceptional communication and problem-solving skills with a customer-first mindset.
- Proficiency in CRM tools (e.g., Zendesk, Intercom, Salesforce) and support analytics.
- Experience with process optimization and workflow automation.
- Ability to thrive in a fast-paced, remote-friendly environment.
- Fluency in English (written and verbal) is mandatory.
- Bachelor’s degree in Business, Communications, or related field (or equivalent experience).