About the CompanyOur 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 RoleWe 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 BeLead and scale the global Customer Solutions organization, encompassing Account Management and Technical SupportOwn the post-implementation customer experience for enterprise clients, ensuring effective ongoing support, issue resolution, and relationship managementEstablish a clear global operating model across regions, functions, and customer segmentsHire, coach, and develop a diverse international team, creating strong leadership capacity as the organization growsDefine and monitor the metrics that measure customer health, service quality, responsiveness, operational efficiency, and team performanceStandardize processes, escalation protocols, service expectations, and ways of working across marketsBuild proactive customer-management practices that identify risks and opportunities before they become urgentPartner closely with Engineering and Product teams to resolve complex technical issues and translate customer feedback into meaningful improvementsCollaborate with Commercial teams to ensure continuity from implementation through long-term account developmentAct as a senior escalation point for strategic enterprise customers and high-impact technical or operational mattersStrengthen collaboration and knowledge-sharing across a remote, globally distributed organizationSupport the company’s continued international expansion, particularly across Europe and APACRepresent the voice of the customer in leadership discussions and operational planningSkills and Experience You NeedSignificant leadership experience within Customer Solutions, Technical Account Management, Enterprise Customer Success, Technical Support, or a related functionExperience leading global technical support and customer-facing teams, ideally within payments, fintech, SaaS, or another technically complex B2B environmentStrong understanding of post-implementation enterprise customer management and technical support operationsDemonstrated success building, scaling, and professionalizing internationally distributed teamsStrong people leadership skills, including experience hiring, coaching, developing, and managing managersAbility to define global processes, service standards, performance metrics, and escalation frameworksConfidence working with senior enterprise stakeholders and navigating complex or business-critical customer situationsStrong cross-functional collaboration skills, particularly with Engineering, Product, Sales, and OperationsAbility to combine strategic thinking with hands-on execution in a fast-moving, high-growth environmentExcellent analytical, organizational, and problem-solving capabilitiesFluency in English; Spanish is a strong advantageWillingness to travel internationally as required, approximately once per quarterWhat Success Looks LikeIn this role, you will create a scalable and consistent global Customer Solutions organization that delivers excellent technical support, strengthens enterprise relationships, and supports the company’s international growth.You will build a high-performing team, improve visibility through meaningful metrics, and ensure that customer needs are effectively represented across Engineering, Product, Commercial, and Operations. Most importantly, you will help turn complex post-implementation interactions into long-term customer confidence and partnership.Find more English Speaking Jobs in United Kingdom on Arbeitnow