Job Description

Papaya Global is a rapidly growing, award-winning B2B tech unicorn transforming the future of global payroll and payments. Backed by over $400M from top-tier investors, our platform empowers companies to seamlessly hire, manage, and pay employees in 160+ countries.

We are seeking a Head of Support to lead and scale our global customer support organization.lead and scale our Technical Support organization, reporting to the Head of Platform Experience. This senior leader will own the vision, strategy, and execution of world-class technical support for Papaya’s global customer base.

In this role, you will direct support operations, drive cross-functional collaboration with R&D and Product, and ensure exceptional customer experience through operational excellence, technical rigor, and continuous improvement. You will also lead, coach, and develop a distributed global team including Technical Managers, Support Engineers, and Tier 1, Tier 2, and Payment Services teamsa team of Team Leads and Support Engineers across Tier 1 and Tier 2 to deliver fast, consistent, and high-quality outcomes for customers.

Key Responsibilities

Leadership and Strategy

· Define and execute the global support strategy aligned with Papaya’s business and product roadmap.

· Lead, mentor, and scale a high-performing global support organization across regions and time zonesacross shifts, regionsand time zones.

· Develop the team through growth paths, learning opportunities, agent upskilling and subject-matter/domain experts.

· Build a culture of accountability, technical excellence, and customer-centricity.

Operational Excellence

· Own global support operations, including SLAs, escalations, shift coverage, quality metrics, and service delivery frameworks.

· Reduce avoidable and repeat cases through root-cause work, workflow setup, proper case documentation and agent upskilling.

· Establish and refine best practices, processes, and standards for technical support at scale.

· Measure team performance and provide regular, clear reporting on status, SLAs and trends, within the team and upwards.

· Drive automation, AI-powered solutions, and tooling improvements to enhance efficiency and customer satisfaction.

Technical and Escalation Leadership

· Oversee resolution of high-complexity technical escalations impacting global customers.

· Guide teams in debugging platform, integration, infrastructure, and API-related issues.

· Ensure deep technical investigation using logs, database queries, and service-to-service communications in a cloud-native environment.

Cross Functional Collaboration

· Serve as the senior bridge between Support, R&D, Product, and Customer Success.R&D, Product, Operations, and Customer Success.

· Drive root-cause analysis, improve product reliability, and advocate for customer needs through data-driven insights.

· Partner with Product and Engineering to influence roadmap prioritization and reduce repetitive issues.

Knowledge Insights and Customer Experience

· Own and expand the global support knowledge base and self-service capabilities, turning case resolutions into knowledge content for agents, customers and AI-driven deflection.

· Use customer insights, trends, and metrics to drive continuous improvements.

· Ensure consistent, high-touch communication and an exceptional customer experience across all segments.

Requirements

· 12–15+ years of experience in global SaaS support, including 5+ years leading multi-level support teams (must-have).

· Strong technical foundation with hands-on expertise in debugging, SQL, APIs, web technologies, and cloud-native environments.

· Proven success in managing large, distributed support organizations and scaling global operations.distributed, multi-shift support organizations and scaling their operations.

· Experience collaborating with cross-functional teams including R&D, Product, and Customer Success.

· Proven hands-on experience applying AI tools in support operations beyond basic usage, including process automation, predictive insights, escalation optimization, and driving efficiency, scalability, and customer excellence across global teams.

· Exceptional communication and stakeholder-management skills, with the ability to translate complex technical issues for diverse audiences.

· Demonstrated ability to drive process design, automation, and support technology transformations.

· Ability to effectively leverage AI tools and technologies in day-to-day work to enhance productivity, decision-making, communication, and execution quality. Candidates must demonstrate practical AI application relevant to the role and a continuous learning mindset to adapt to rapidly evolving AI capabilities, in line with Papaya’s AI-first operating model.

· Comfortable working in a high-pressure, high-velocity SaaS environment.

· Experience with tools such as Salesforce Service Cloud, Coralogix, AWS, Slack, GitHub, and database technologies.

· FinTech, Payroll, or HR Tech domain experience is a strong advantage.

· Ability to work in a hybrid model (India-based).