Head of Customer Support

Summary

Join Talon.One as the Head of Customer Support and spearhead a newly focused global support function. You will lead and develop a high-performing team, implement and optimize support strategies, and define key support KPIs. This role requires 5+ years of leadership experience in B2B SaaS customer support, a deep understanding of support strategies, and strong analytical skills. You will proactively drive support initiatives, balancing strategic planning with daily operations. The position offers significant professional growth and the chance to make a foundational impact. This is a remote role based in India.

Requirements

• 5+ years of proven leadership in customer support within a B2B SaaS setting, with a history of building, mentoring, and guiding high-performing teams
• A deep understanding of designing and scaling support strategies, processes, and workflows — including a keen eye for automation opportunities
• Strong analytical skills to define and interpret key support metrics (CSAT, FRT, FCR) that drive insights and improve customer satisfaction
• A hands-on, proactive approach to leading support initiatives — capable of balancing long-term planning with daily operations
• Agility and resilience in fast-paced, ever-evolving environments, with the ability to adapt quickly and prioritize effectively
• Fluency in English is required

Responsibilities

• Lead and develop a high-performing customer support team
• Develop, implement, and continuously optimize support strategies, scalable processes, and efficient workflows, emphasizing automation opportunities
• Define, track, and analyze key support KPIs (e.g., CSAT, FRT, FCR) to measure performance for actionable insights and continuous improvement
• Drive support initiatives proactively, balancing strategic planning with hands-on operational involvement
• Manage multiple priorities and adapt quickly in fast-paced environments to meet Talon.One's business and customer

Preferred Qualifications

Solid experience with support platforms; Salesforce Service Cloud knowledge is a strong plus

Benefits

• 85,000 INR annual learning budget and full LinkedIn Learning access
• 30 days of annual leave, plus extra paid days for your birthday and moving day
• 25,000 INR home office setup budget, a 4,000 INR monthly home office allowance
• Freedom to work from abroad for up to 90 days worldwide!
• WeWork On-Demand access for flexible workspace solutions
• Mental health support with nilo.health
• We offer extensive health insurance through Plum