Global Head of Customer Solutions

Job description

About the Company Our client is a fast-growing global payment infrastructure company helping businesses operate and scale across international markets. Its technology gives enterprise customers access to more than 1,000 payment methods through a single API, while supporting payment orchestration, intelligent routing, and fraud prevention across more than 190 countries. With a globally distributed, remote-first organization, the company is entering its next phase of international expansion, with a particular focus on Europe and APAC. About the Role We are looking for a Global Head of Customer Solutions to lead and scale the company’s global Account Management and Technical Support functions. Sitting at the intersection of engineering, technical support, and commercial operations, this role will be responsible for ensuring that enterprise customers receive exceptional support and strategic guidance following implementation. Reporting to the SVP of Operations , you will lead an international organization currently comprising approximately 13 people, including four direct reports. The team is distributed across Brazil, Colombia, Argentina, the United States, Spain, and the United Kingdom, with further growth expected as the company expands into new markets. This is a highly visible leadership role requiring both strategic direction and hands-on involvement. You will build the structure, processes, capabilities, and performance standards needed to deliver a consistent global customer experience while developing a high-performing, internationally distributed team. Your Contribution Will Be Lead and scale the global Customer Solutions organization, encompassing Account Management and Technical Support Own the post-implementation customer experience for enterprise clients, ensuring effective ongoing support, issue resolution, and relationship management Establish a clear global operating model across regions, functions, and customer segments Hire, coach, and develop a diverse international team, creating strong leadership capacity as the organization grows Define and monitor the metrics that measure customer health, service quality, responsiveness, operational efficiency, and team performance Standardize processes, escalation protocols, service expectations, and ways of working across markets Build proactive customer-management practices that identify risks and opp…