Job Description

Kovai.co

is a catalyst, sparking a revolution in the world of enterprise software and B2B SaaS, we are a technology powerhouse delivering best-in-class enterprise software and game-changing SaaS solutions across industries.

At

Kovai.co

, we're rewriting the B2B landscape by empowering over 2,500 businesses worldwide with our award-winning SaaS solutions.

Our Products:

Biztalk360 Turbo360 Document360

"UK headquarters. Indian innovation. Global impact."

Our journey has been nothing short of remarkable, having witnessed exponential growth and profitability right from our inception.
We are on track towards $30 million in annual revenue - and we're just getting started.

Kovai.co

is fueled by a tribe of thoughtful helpers, obsessed with empowering customers, uplifting colleagues, and igniting our own journeys.

Redefining tech is our game. Are you in? Join Kovai.co

- where passion meets purpose.

At

Document360

, our flagship Knowledge Base platform, we're on a mission to redefine how businesses capture, share, and scale product knowledge. As we scale, we're looking for a proven

Head of Customer Support

who can build a best-in-class support function that ensures delightful, scalable, and proactive experiences for our customers.

Why this role matters:

Customer support is the frontline of customer experience and a critical growth level for Document360. We're looking for a leader who can

scale global support operations, elevate customer experience, and build a high-performing support culture

all while aligning closely with product, sales, and success teams.

Key Responsibilities:

Strategic Leadership:

Define and execute the global customer support strategy for Document360 in line with company growth goals. Set long-term vision, build scalable processes, and align support KPIs with business outcomes. Define and execute a ticket deflection strategy using AI, automation, and self-service experiences. Champion AI-driven customer experiences: AI agents, auto-suggested answers, intent recognition, AI search. Increase self-service adoption by building frictionless knowledge base journeys.

Team Building & Leadership:

Build, lead, and mentor a world-class support organization (Tier 1-Tier 3, escalation teams). Drive a culture of accountability, empathy, and continuous improvement. Scale hiring, training, and career development for support managers and specialists.

Operational Excellence:

Establish and continuously refine support processes, SLAs, and escalation protocols. Monitor KPIs including CSAT, NPS, FRT, ART, and resolution rates--using data to optimize performance. Leverage automation, self-service, and AI-driven tools to reduce ticket volumes and improve efficiency.

Customer Advocacy:

Act as the

voice of the customer

internally ensuring customer pain points feed into product roadmaps. Build strong relationships with enterprise customers, especially during escalations and renewals.

Technology & System:

Own the support tech stack--CRM, helpdesk, live chat, analytics, and knowledge management tools. Champion Document360 internally by embedding it into the support workflow.

Cross-functional collaboration:

Partner with Product, Success, and Sales to ensure a seamless end-to-end customer journey. Provide insights to GTM teams on customer sentiment, support trends, and feature adoption.

Financial & Resource Management:

Own departmental budget--balancing cost efficiency with high-quality support. Justify investments in tools, automation, and training with measurable ROI.

What we're looking for:

Must-have experience:

10-15+ years in customer support/experience leadership in SaaS (at least 5 years in a senior leadership role). Proven track record of scaling global support teams in a high-growth B2B SaaS environment. Strong operational expertise in support metrics, escalation management, and process design. Demonstrated experience in enterprise-level support (Fortune 1000 / large-scale B2B accounts). Deep familiarity with support tools such as Zendesk, Freshdesk, Salesforce Service Cloud, or equivalent.

Skills & Trait:

Strategic thinker with strong execution capability. Exceptional communicator and relationship builder (internal & external). Data-driven decision-maker with analytical rigor. Empathetic leaders who inspire trust and drives accountability. Passion for customer experience and building scalable, customer-first operations.

Equal Opportunities:

Kovai.co

is committed to building a workforce that reflects the richness of our society. We believe in fostering a culture of belonging and respect for all.

Kovai.co

stands firmly against discrimination, ensuring equal opportunity for everyone to build a successful career.