Head of Human Support & Enablement

Head of Human Support & Enablement, reporting directly to the Director of Customer Care.The role involves owning the human side of support end-to-end, scaling vendor partnerships, developing operational leadership, building a high-value customer engagement layer, and driving AI integration across the support organization.

What you'll be doing:

• Grow and lead a high-performing global support team across multiple regions and time zones, fostering a culture of data‑driven performance management, continuous improvement, and customer obsession.
• Develop and grow the operational leadership layer within the team, building clear accountability structures, development pathways, and a strong management bench.
• Own our internal support and grow our global external BPO partnerships, managing vendor relationships, performance frameworks, SLAs, KPIs, and escalation protocols across multiple geographies.
• Id...