• Own and elevate the end-to-end customer support experience, using data to inform continuous service improvements and strengthen customer loyalty. • Champion a culture of proactive, empathetic, and relationship-focused support, ensuring all global interactions reflect Appspace's commitment to partnership. • Act as a key stakeholder in the Customer Success organization, ensuring seamless handoffs and collaboration with Sales, Engineering, and Product teams. • Drive the operationalization and maturity of our Intelligent Swarming model, ensuring fast, effective, and unified global problem resolution across multiple product lines (post-M&A integration). • Leverage TSIA and other leading industry best practices to define, measure, and optimize support KPIs, including Time-to-Resolution, Deflection Rate, and Customer Effort Score (CES). • Lead strategic initiatives to significantly reduce ticket deflection by optimizing self-service channels, knowledge management, and community engagement. • Provide inspiring and decisive leadership for a globally distributed team of support professionals. • Successfully navigate and lead the blending of support teams and processes following mergers and acquisitions, creating a single, cohesive, and high-performing global unit. • Foster a Positive Team Influence, promoting continuous learning, career development, and a highly engaged work environment that attracts and retains top talent.