Head of Support

About the role

We’re looking for an experienced, strategic, and hospitality-minded Head of Support to lead and scale Liven’s global support function. In this role, you’ll design and build a high-performing, data-driven team that delivers fast, empathetic, and high-quality support across all markets—especially as we scale into new geographies and customer segments.

You’ll report directly to the VP of Operations and collaborate closely with our co-founders, product, and go-to-market leaders to ensure every Liven customer—from SMBs to enterprise groups—feels supported and valued at every interaction.

What you'll do

• Own and evolve Liven’s global support vision, aligned with company growth targets and customer experience goals.
• Design scalable support models tailored to different customer segments and market maturity levels (enterprise, mid-market, SMB).
• Set and manage performance standards including SLAs, KPIs, and service quality benchmarks.
• Bring a customer lens to cross-functional planning with Product, GTM, and Operations.
• Oversee day-to-day operations across live chat, phone, email, and in-app support channels—ensuring quality, responsiveness, and consistency.
• Drive adoption of best-in-class support tech stacks (e.g., Zendesk, Intercom, automation, and AI).
• Improve key metrics including CSAT, NPS, First Contact Resolution (FCR), and resolution times.
• Build self-service capabilities through knowledge bases and help centres to empower customers and improve efficiency.
• Hire, coach, and retain exceptional support leaders and agents, with a focus on SEA/APAC markets.
• Develop career frameworks and ongoing training programs to grow talent and maintain a hospitality-first culture.
• Foster a team culture that balances empathy, efficiency, and data-driven decision making.
• Build real-time dashboards and reporting systems to monitor performance, capacity, and customer sentiment.
• Use data to uncover trends, identify root causes, and prioritise process and product improvements.
• Champion the Voice of the Customer across the business, embedding feedback loops into product, operations, and CX strategy.
• Leverage automation and AI to enhance both customer and agent experiences.
• Work with Product and Engineering to surface and prioritise customer-impacting issues.
• Partner with Sales and Customer Success to support onboarding, retention, and upsell.
• Align with Marketing for proactive communications around product updates, service changes, or launches.
• Represent the Support function in senior leadership forums and executive reporting.

Qualifications

• 10–12+ years of functional leadership experience in high-growth SaaS or hospitality tech environments
• Proven success building and scaling customer support teams of 20–50+ across multiple regions
• Expertise in support tech stacks (e.g., Zendesk, Intercom, chatbots, automation)
• Experience leading in APAC/SEA markets, with an understanding of local nuances and service expectations
• Empathy-led leader with strong commercial acumen and operational rigour
• Passion for customer experience, hospitality, and helping teams do their best work

Good to Have

• Experience scaling support functions during periods of hypergrowth or international expansion
• Background in hospitality, retail tech, or adjacent industries with complex service environments
• Familiarity with support analytics platforms and customer journey mapping tools
• Exposure to AI and automation tools in support operations
• Experience with onboarding and training programs for enterprise clients
• A track record of working closely with Product and Engineering to improve customer experience
• Fluency in an APAC language (e.g. Mandarin, Thai, Vietnamese) is a plus