Description
Papaya Global is a rapidly growing, award‑winning B2B tech unicorn transforming the future of global payroll and payments. Backed by over $400M from top‑tier investors, our platform empowers companies to seamlessly hire, manage, and pay employees in 160+ countries.
We are seeking a Head of Support to lead and scale our global customer support organization. This senior leader will own the vision, strategy, and execution of world‑class technical support for Papaya’s global customer base.
In this role, you will direct support operations, drive cross‑functional collaboration with R&D and Product, and ensure exceptional customer experience through operational excellence, technical rigor, and continuous improvement. You will also lead, coach, and develop a distributed global team including Technical Managers, Support Engineers, and Tier 1, Tier 2, Payment services teams to deliver fast, consistent, and high‑quality outcomes for customers.
Key Responsibilities
Leadership & Strategy
- Define and execute the global support strategy aligned with Papaya’s business and product roadmap.
- Lead, mentor, and scale a high‑performing global support organization across regions and time zones.
- Build a culture of accountability, technical excellence, and customer‑centricity.
Operational Excellence
- Own global support operations, including SLAs, escalations, quality metrics, and service delivery frameworks.
- Establish and refine best practices, processes, and standards for technical support at scale.
- Drive automation, AI‑powered solutions, and tooling improvements to enhance efficiency and customer satisfaction.
Technical & Escalation Leadership
- Oversee resolution of high‑complexity technical escalations impacting global customers.
- Guide teams in debugging platform, integration, infrastructure, and API‑related issues.
- Ensure deep technical investigation using logs, database queries, and service‑to‑service communications in a cloud‑native environment.
Cross‑Functional Collaboration
- Serve as the senior bridge between Support, R&D, Product, and Customer Success.
- Drive root‑cause analysis, improve product reliability, and advocate for customer needs through data‑driven insights.
- Partner with Product and Engineering to influence roadmap prioritization and reduce repetitive issues.
Knowledge, Insights & Customer Experience
- Own and expand the global support knowledge base and self‑service capabilities.
- Use customer insights, trends, and metrics to drive continuous improvements.
- Ensure consistent, high‑touch communication and an exceptional customer experience across all segments.
Requirements
- 12-15+ years of experience in global SaaS support, including 5+ years leading multi‑level support teams (must‑have).
- Strong technical foundation with hands‑on expertise in debugging, SQL, APIs, web technologies, and cloud‑native environments.
- Proven success in managing large, distributed support organizations and scaling global operations.
- Experience collaborating with cross‑functional teams including R&D, Product, and Customer Success.
- Exceptional communication and stakeholder‑management skills, with the ability to translate complex technical issues for diverse audiences.
- Demonstrated ability to drive process design, automation, and support technology transformations.
- Comfortable working in a high‑pressure, high‑velocity SaaS environment.
- Experience with tools such as Salesforce Service Cloud, Coralogix, AWS, Slack, GitHub, and database technologies.
- FinTech, Payroll, or HR Tech domain experience is a strong advantage.
- Ability to work in a hybrid model (India‑based).
Nice to have
None
