Head of Support

1w1 week ago

Papaya Global

Bengaluru, IN · Full-time

About this role

Papaya Global is a rapidly growing, award-winning B2B tech unicorn transforming global payroll and payments. Backed by over $400M from top-tier investors, our platform empowers companies to hire, manage, and pay employees in 160+ countries. We seek 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. Direct support operations and drive cross-functional collaboration with R&D and Product. Ensure exceptional customer experience through operational excellence, technical rigor, and continuous improvement.

Lead, coach, and develop a distributed global team including Technical Managers, Support Engineers, Tier 1, Tier 2, and Payment services teams. Build a culture of accountability, technical excellence, and customer-centricity across regions and time zones. Oversee high-complexity technical escalations in a cloud-native environment.

Drive root-cause analysis, automation, AI-powered solutions, and knowledge base expansion using customer insights. Partner with Product and Engineering to influence roadmap and reduce repetitive issues. Deliver fast, consistent, high-quality outcomes for customers worldwide.

Requirements

12-15+ years of experience in global SaaS support, including 5+ years leading multi-level support teams
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 to translate complex technical issues
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

Responsibilities

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
Own global support operations, including SLAs, escalations, quality metrics, and service delivery frameworks
Drive automation, AI-powered solutions, and tooling improvements to enhance efficiency
Oversee resolution of high-complexity technical escalations impacting global customers
Serve as the senior bridge between Support, R&D, Product, and Customer Success
Drive root-cause analysis and advocate for customer needs through data-driven insights
Own and expand the global support knowledge base and self-service capabilities