Head of Global Customer Support

Company Description

The mission of ArisGlobal is to empower life science organizations to deliver breakthroughs faster, more accurately, and with greater precision. ArisGlobal’s software, services, and technologies are essential to the delivery of life-saving medications. As an industry leader, ArisGlobal offers software as a service for Regulatory Affairs, Drug Safety, and Medical Affairs. Our products are utilized by 40 out of 50 major biopharmaceutical companies. Among our clients are four out of five of the world's most advanced global pharmaceutical companies and nine government-health authorities, including the FDA, Health Canada, and the National Medical Products Administration.

ArisGlobal boasts a worldwide presence with offices located in Boston, Croatia, Slovenia, Tokyo, Shanghai, and India, At ArisGlobal, we are distinguished by the high caliber of our team and by our passion for creativity and innovation. We pride ourselves on our welcoming and supportive corporate culture, which is inclusive of all Team Members. Our challenging projects are complemented by flexible work locations and competitive salaries.

Position Summary

We are seeking a dynamic and strategic Global Support Function Leader to oversee our worldwide customer support operations. In this role, you will be responsible for building and scaling a world-class support organization that delivers exceptional experiences to our customers across multiple regions, time zones, and languages.

You will lead the strategy, people, processes, and technology that ensure customers receive fast, empathetic, and effective support while continuously improving efficiency and customer satisfaction. This position requires a strong balance of leadership, operational excellence, and customer-first thinking, with a deep understanding of SaaS business models.

Responsibilities

Leadership & Strategy

• Define and execute the global support strategy aligned with business objectives.
• Build, inspire, and develop a high-performing support leadership team across regions.
• Foster a culture of accountability, collaboration, and customer-centricity.

Operational Excellence & Process Improvement

• Drive consistency and scalability in processes, systems, and workflows across all support teams.
• Lead continuous process improvement initiatives that leverage technology, automation, and AI to increase efficiency and effectiveness.
• Establish and monitor KPIs (e.g., CSAT, NPS, response/resolution times, cost-to-serve) to drive measurable outcomes.
• Implement global coverage models to ensure 24/7/365 support availability.

Customer Experience

• Champion the voice of the customer across the organization.
• Partner with Product, Engineering and Managed Services teams to close the loop on customer feedback and influence product roadmaps.
• Ensure the support function evolves from reactive troubleshooting to proactive, value-adding engagement.

Technology & Innovation

• Identify, evaluate, and deploy modern support technologies, including AI-driven solutions, knowledge management platforms, and self-service tools (chatbots, communities, and knowledge bases).
• Work closely with Product Engineering to integrate tools and insights that enhance customer experience.

Talent & Knowledge Development

• Build and scale global talent pipelines to support a growing customer base.
• Develop training and enablement programs that increase technical depth, domain expertise, and problem-solving capabilities within the support team.
• Establish a culture of knowledge sharing to ensure best practices and expertise are leveraged globally.

Global Collaboration

• Align regional teams to global strategy while respecting local needs and nuances.
• Ensure smooth communication and execution across time zones, languages, and cultures.

Leadership Qualities

• Visionary Thinking – Ability to set a bold, future-oriented direction for global support while aligning with overall company strategy.
• Results Orientation – Relentless focus on measurable outcomes, operational efficiency, and customer impact.
• Change Leadership – Proven success in leading large-scale transformation initiatives, introducing new processes, and embedding technology/AI in operations.
• Customer-First Mindset – Deep empathy for customer needs, combined with a drive to deliver world-class experiences.
• Collaborative Influence – Skilled at building strong partnerships across Product, Engineering, and other functions.
• Global & Cultural Agility – Ability to lead diverse teams across regions and adapt to local contexts while keeping a global perspective.
• Talent Builder – Passion for developing leaders and nurturing high-performing teams.

Your Experience

• 10+ years of progressive experience in customer support or related functions, with at least 5 years in a leadership role in a global SaaS organization.
• Proven track record of scaling global support operations in a high-growth environment.
• Strong understanding of SaaS metrics, subscription business models, and customer lifecycle management.
• Demonstrated success in leading distributed teams across multiple regions.
• Strong experience in process improvement, automation, and AI-driven solutions.
• Excellent communication and influencing skills, with the ability to work cross-functionally.
• Experience working closely with Product and Engineering to align support strategy with product development.
• Data-driven mindset with the ability to translate insights into action.

ArisGlobal is headquartered in Boston, Massachusetts with offices located in more than 9 countries around the world. Please check out our website/LinkedIn to find out more information about the organization and other available positions.

*ArisGlobal is an Equal Employment Opportunity Employer and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, age, marital status, national origin, protected veteran status, disability, or any other legally protected class.