Head of Human Support & Enablement

As Head of Human Support & Enablement, you will own the human side of support end‑to‑end, reporting directly to the Director of Customer Care. You will lead and scale our global vendor partnerships, grow and develop our operational leadership, build a high‑value customer engagement layer from our most experienced agents, and drive AI integration coherently across Operations, QA, Training, and Workforce Management.

Responsibilities

• 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 also grow our global external BPO partnerships, managing vendor relationships, perform...