At a Glance
- Tasks: Lead and scale a world-class customer support organisation across multiple products and regions.
- Company: Join TeamViewer, a diverse and inclusive tech company committed to employee growth.
- Benefits: Great compensation, flexible work options, and access to corporate discounts.
- Other info: Enjoy a hybrid work environment and opportunities for personal and professional development.
- Why this job: Make a real impact on customer experience while driving innovation in support strategies.
- Qualifications: 10-15 years in customer support leadership with SaaS experience required.
The predicted salary is between 80000 - 120000 € per year.
We are seeking a Global Head of Customer Support to lead, harmonize, and scale a world‑class, multi‑tier customer support organization across Enterprise and SMB segments for a multi‑product SaaS portfolio. This executive leader will own global support strategy, modernization, and cost efficiency, while delivering a consistent, high‑quality customer experience worldwide. The role is accountable for standardizing practices and processes across regions and products, reducing cost‑to‑serve, and leveraging AI‑driven support capabilities to improve speed, quality, and scalability. Operating at the intersection of Customer Success, Product, Engineering, Revenue, and Operations, this role ensures a seamless, data‑driven, future‑ready post‑sale support experience that drives customer satisfaction, retention, and product adoption.
Key Responsibilities
- Set and execute a global customer support strategy aligned to growth, cost efficiency, and customer experience.
- Standardize global support operations across regions, products, and customer segments, including coverage models, tiers, processes, and tools.
- Build and lead a high‑performing, globally distributed support organization, developing strong regional leadership and talent pipelines.
- Own global support performance and operations, including KPIs, forecasting, capacity planning, backlog management, and continuous improvement.
- Deliver a consistent, omnichannel, end‑to‑end support experience across all customer segments and geographies.
- Drive automation, AI, self‑service, and platform modernization to improve efficiency, scale, and cost‑to‑serve.
- Lead escalations, critical incidents, and executive‑level customer engagements.
- Use data, analytics, and customer insights to reduce repeat issues, improve product quality, and inform roadmap priorities.
- Partner across Sales, Customer Success, Renewals, Product, Finance, Legal, RevOps, and IT to reduce churn, define SLAs, and optimize support economics.
- Champion a customer‑first, accountable, data‑driven culture across global teams.
- Travel requirement – up to 40% domestic and international.
Requirements
Required Qualifications
- 10–15+ years of progressive leadership experience in Customer Support or Technical Support within multiple SaaS organizations.
- Proven success leading global, multi‑product, multi‑tier support organizations at scale for B2C, SMB, and Enterprise.
- Strong track record of improving CSAT, SLA performance, and reducing cost‑to‑serve.
- Demonstrated ability to standardize and harmonize processes across regions and teams.
- Deep expertise in support platforms, automation, and AI‑driven support models.
- Success operating in complex, global, matrixed environments.
Preferred Qualifications
- Experience in high‑growth or post‑scale SaaS environments.
- Technical or engineering‑adjacent background.
- Familiarity with ITIL, incident management, and service operations frameworks.
- Experience leading large‑scale support transformations or platform modernization initiatives.
What we offer
- Onsite Onboarding in our HQ office for an optimal start.
- Great compensation and benefits packages including company achievement bonus or sales bonus, company stocks and regular salary reviews.
- Premiums for the private pension plan (BAV) up to the maximum amount are topped up by TeamViewer.
- Public transport friendly offices.
- Option to lease an e‑bike (Germany only).
- Special terms for local gyms.
- Access to Corporate Benefits platform with many discounts.
- Regular Team events and company‑wide celebrations.
- Open door policy, no dress code rules, frequent all‑hands and Leadership Lunches.
- Hybrid and Flexible work time with up to 50% home office.
- Work From Abroad Program allowing up to 40 days of work outside your contracting country.
We celebrate diversity as one of core values, join and drive one of the care initiatives together with us! TeamViewer is an equal opportunities employer and is committed to building an inclusive culture where everyone feels welcome and supported. We C‑A‑R‑E and understand that our diverse, values‑driven culture makes us stronger. As we continue to grow as a company, we also focus on enabling our employees to grow both personally and professionally. We are proud to have an open and embracing workplace environment that will empower you to be your best no matter your gender, civil or family status, sexual orientation, religion, age, disability, education level, or race.
Global Head of Customer Support (all genders) Customer Support · · employer: TeamViewer GmbH
At TeamViewer, we pride ourselves on being an exceptional employer, offering a dynamic work culture that champions diversity and inclusivity. Our Global Head of Customer Support role not only provides competitive compensation and benefits but also fosters personal and professional growth through flexible working arrangements and a supportive environment. With opportunities for global collaboration and innovation in a leading SaaS company, you will be empowered to drive meaningful change and enhance customer experiences worldwide.
StudySmarter Expert Advice🤫
We think this is how you could land Global Head of Customer Support (all genders) Customer Support · ·
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how you can contribute to their goals, especially around customer support and efficiency.
✨Tip Number 3
Practice your pitch! Be ready to explain your experience and how it aligns with the role of Global Head of Customer Support. Confidence is key, so rehearse until it feels natural.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take that extra step!
We think you need these skills to ace Global Head of Customer Support (all genders) Customer Support · ·
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in leading global customer support teams. We want to see how your skills align with our mission to deliver a world-class customer experience.
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you’ve improved customer satisfaction or reduced costs in previous roles. We love numbers and success stories that demonstrate your impact!
Be Authentic:Let your personality shine through in your application. We’re looking for someone who can lead with a customer-first mindset, so don’t hesitate to share your passion for customer support and how you embody that in your work.
Apply Through Our Website:For the best chance of getting noticed, make sure to apply directly through our website. It’s the easiest way for us to keep track of your application and ensure it gets into the right hands!
How to prepare for a job interview at TeamViewer GmbH
✨Know Your Customer Support Strategy
Before the interview, dive deep into the company's customer support strategy. Understand how they harmonise and scale their support across different segments. Be ready to discuss how your experience aligns with their goals of improving customer satisfaction and reducing costs.
✨Showcase Your Leadership Experience
Prepare to share specific examples of how you've built and led high-performing support teams in the past. Highlight your ability to standardise processes and improve performance metrics like CSAT and SLA. This will demonstrate your capability to lead a global support organisation effectively.
✨Emphasise Data-Driven Decision Making
Since the role involves using data and analytics to inform decisions, come prepared with examples of how you've used data to drive improvements in customer support. Discuss any experience you have with AI-driven support models or automation that enhanced efficiency.
✨Understand Cross-Functional Collaboration
This position requires working closely with various departments. Be ready to discuss your experience collaborating with Sales, Product, and Engineering teams. Share how you’ve successfully navigated complex environments to achieve common goals, as this will show your ability to operate effectively in a matrixed organisation.
