Head of Customer Care Services

You:

We are looking for a Head of Customer Care Services to lead our global Customer Care organization. This role will oversee two critical teams: the Support Team (led by a Senior Service Manager and two Support Managers) and the Enterprise Service Team (EST) (led by a Senior Engineering Manager). Together, these teams ensure incident resolution, SLA adherence, enterprise service delivery and continuous improvement across our client base.

The Head of Customer Care Services will set the vision and strategy for scalable, proactive support and enterprise services, while ensuring day-to-day excellence in frontline response, escalation management and enterprise client engagements. Acting as a bridge across Support, Engineering, Professional Services, Product and Revenue, this role ensures seamless customer experiences and drives operational efficiency, customer satisfaction and contractual compliance.

Your Day to Day:

• Define and execute the strategy for Customer Care, ensuring alignment with Customer Success objectives and company goals;
• Lead and develop senior managers across Support and EST, ensuring clear goals, accountability and professional growth;
• Own global incident management practices: SLA adherence, escalation frameworks and RCA quality;
• Oversee frontline Support operations (L1–L2), ensuring consistent triage, prioritization and resolution quality across all regions;
• Oversee EST delivery, ensuring enterprise customers receive proactive maintenance, tailored engagement and seamless support for both on-prem and cloud deployments;
• Partner with Professional Services, Risk & AI, and Product to improve handoffs, integrate customer insights and influence product roadmaps;
• Monitor and improve KPIs for Customer Care (CSAT, CES, SLA compliance, backlog health, incident recurrence, number of RCAs);
• Ensure compliance with contractual terms and mitigate legal/operational risks tied to incident management and SLAs;
• Drive adoption of best practices such as ITIL, problem management and knowledge-centered support (KCS);
• Advocate for automation, AI-enabled support and self-service initiatives to improve scalability without increasing cost;
• Prepare regular executive-level reporting on performance, risks and trends; provide input into board-level discussions when required.

You Know-How & Have:

• 10+ years of experience in Support, Service Management, or Customer Care leadership roles, ideally in SaaS or enterprise software;
• Proven experience managing senior managers and multi-disciplinary teams (Support, Engineering, Program/Service Management);
• Strong understanding of incident management frameworks, escalation processes and customer success best practices;
• Excellent people leadership skills: building high-performing teams, coaching senior leaders and fostering a culture of accountability and collaboration;
• Executive-level communication and stakeholder management skills, with the ability to influence Product, Engineering and Revenue leadership;
• Experience with support and service tools (Zendesk, Jira, etc.) and operational reporting;
• Experience with AI tools (Zendesk Copilot, etc) for support operation enhancement and agentic-driven workflows;
• Analytical and data-driven mindset, with the ability to translate metrics into actions;
• Customer-first approach, balancing client satisfaction, operational efficiency and business risk.
  
  

Preferred Skills

• Experience in financial services or SaaS/FinTech environments;
• Familiarity with ITIL, KCS, and service maturity frameworks;
• Experience working with distributed, global teams across multiple time zones;
• Exposure to contractual SLA management and risk mitigation;
• Experience implementing AI/automation in support operations.

The Customer Success Team is responsible for building lifetime customers by enabling value realization through optimized adoption of Feedzai products and services. We collaborate with our clients through each phase of the customer journey to ensure we collectively have the right success plans maximizing enablement, engagement, adoption and customer health always with a value driven mindset. We grow at a fast clip and believe no challenge is too big or too small. Therefore, we have an open environment that encourages us to lean in, try new things, and discover our potential. Join Us

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