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About the Role

TeamViewer is seeking a Global Head of Customer Support to lead and scale a world-class, multi-tier support organization for a multi-product SaaS portfolio. This executive leader will own global support strategy, operational standardization, modernization, and cost efficiency, while ensuring a consistent, high-quality customer experience worldwide. The role is accountable for harmonizing support practices, reducing cost-to-serve, and leveraging AI and automation to improve support operations.

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.

Requirements

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.
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.
Up to 40% travel domestic and international required.

Skills

AI
Automation
Customer Support
Technical Support
SaaS
CSAT
SLA performance
Cost-to-serve
Support platforms
ITIL
Incident management
Service operations frameworks

Location

Remote, USA (East or Central time zone preferred)

Work Type

Remote
Full-time

Experience Level

Executive
10-15+ years leadership experience

Benefits

Competitive compensation
Flexible PTO and paid holidays
401(k) with employer matching
Comprehensive Health insurance package including 100% employer-paid medical coverage
Up to 12 weeks of Parental Leave
Basic Life Insurance, Short-Term & Long-Term Disability, 100% employer-paid
Quarterly teambuilding events, leadership luncheons, and companywide “All Hands” meetings
Open door policy and business casual dress code

About the Company

TeamViewer provides a leading Digital Workplace platform that connects people with technology—enabling, improving and automating digital processes to make work work better.
Our software solutions harness the power of AI and shape the future of digitalization.
We believe that our diverse teams and strong company culture are key to the success of our products and technologies, that hundreds of millions of users around the world and around 645,000 customers across all industries rely on.
With more than 1,900 employees worldwide, we celebrate the unique perspectives and talents that each individual brings to the table and foster a dynamic work environment where new ideas thrive.

Equal Opportunity

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States. Please understand TeamViewer is unable to provide sponsorship for employment or work authorization now or in the future.
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.
If you require any accommodations or adjustments during the application or hiring process, including interview or onboarding support, please reach out to your Talent Acquisition Partner, who will be happy to support you.