Role: Head of Global Service Operations
Department: Customer Experience
Reports To: Chief Operating Officer
Compensation Range: $135,000.00 - $175,000.00 annually
About this Role
This role will report to the Chief Operating Officer and be responsible for leading Bellwether Coffee's global service organization. This role will oversee customer support operations across our hardware (Shop Roasters), and coffee marketplace globally. You will manage the full lifecycle of customer technical support-from inbound tickets to field technician dispatch-ensuring fast resolution, seamless communication, and world-class customer experience. You'll also lead and manage our global service partner and distributor support strategy and framework. This leader will collaborate cross functionally across the organization, working closely with Supply Chain (parts), Engineering (troubleshooting), and Customer Success to create a scalable, data-driven, and proactive support model.
Job Location
The role requires on-site presence at Bellwether's Berkeley HQ.
Primary Responsibilities
- Team Leadership & Strategy
- Build and lead the Technical Support team (Tier 1-3 support, escalation, and outsourced partners).
- Develop KPIs, SLAs, and reporting to drive continuous improvement and customer satisfaction.
- Own the strategy for scaling global support operations as Bellwether expands for customers, partners, service partners and distributors across 15+ countries.
- Customer Case Management
- Oversee triage and resolution of all customer trouble tickets, cases, and escalations.
- Establish clear escalation paths and ensure timely communication with customers.
- Maintain high CSAT and NPS through proactive support and issue prevention.
- Field & Outsourced Technician Coordination
- Manage the dispatching of Bellwether service technicians and third-party service partners.
- Ensure there are service partners within 2 hours of every roaster installation.
- Lead and manage service partner strategy globally
- Build, maintain and manage the relationships with outsourced service providers.
- Ensure quality, cost-effectiveness, and consistent customer experience.
- Parts & Repairs Coordination
- Partner with Supply Chain and Parts teams to ensure timely shipment of replacement parts.
- Track and optimize parts usage, warranty claims, and repair cycles.
- Create documentation and knowledge bases for repeatable solutions.
- Systems & Tools
- Oversee CRM/ticketing platform setup, workflows, and integrations.
- Drive automation and self-service options to reduce case load.
- Implement reporting dashboards for real-time visibility into support operations.
- Cross-Functional Collaboration
- Provide structured feedback to Engineering, Product, and Operations based on support insights.
- Partner with Customer Success to ensure a seamless customer journey post delivery.
- Collaborate with Marketing and Training to improve documentation and education.
- Ensure all the technical documentation is up-to-date and accessible.
Qualifications
- 7+ years in customer technical support leadership, ideally with hardware + software experience.
- Proven track record building and scaling support teams in a high-growth environment.
- Experience managing outsourced service providers and field technicians.
- Strong knowledge of ticketing systems, CRM tools, and support operations best practices.
- Excellent cross-functional collaboration skills and executive presence.
- Passion for sustainability, technology, and customer success.
- You are authorized to work in the U.S. without sponsorship.
