Head of Global Customer Support

The Head of Global Support leads Phocas' global support team and is accountable for solving and preventing product issues so that Phocas is reliable and easy to use. This role sets and delivers the support strategy, policies, and processes that drive customer satisfaction and retention across all regions — and contributes directly to company goals by protecting retention, reducing support load through root-cause fixes, and building a high-performing, customer-centric global team.

This is an ideal opportunity for a senior support leader who combines a genuine customer-first mindset with strong operational and analytical capability — someone who can inspire a global team, drive cross-functional accountability for product quality, and build the infrastructure that makes excellent support scalable.

Support is no longer just a cost centre — it is a retention lever and a product intelligence function. At Phocas, the support team is one of the closest points of contact with the customer base, and what the team sees, escalates, and feeds back to Product and Engineering shapes how quickly we improve.

This role is responsible for making that loop work at a global scale: consistent service across time zones, fewer recurring issues through proactive root-cause resolution, and a team culture that treats every customer interaction as an opportunity to build confidence and loyalty. Reporting to the VP of Customer, it works closely with Product, Engineering, Customer Success, and Profe