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
