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Hilo by Aktiia is a venture-backed healthtech scale-up on a mission to combat high blood pressure, the world's most common disease. The company has developed the world's only medically accurate, continuous cuffless blood pressure monitor, validated through clinical trials and CE-marked as a Class IIa medical device. Now available in 12 countries, Hilo has raised over $96M and is scaling rapidly.
As Head of Customer Support, you will own and elevate the customer support experience across all Hilo markets globally. You will lead two regional team leads (Europe and US) and through them manage a distributed team of customer support agents. Your core mandate is to build a world-class, scalable support organization that customers love while serving as a strategic bridge between customers and the broader business.
Key responsibilities include: developing and executing the global customer support strategy with a clear roadmap for operations, scaling, and continuous improvement across regions; determining the optimal approach to scale support through tooling, AI, automation, and external resources; establishing and maintaining service level standards ensuring consistent quality across all markets; leading, mentoring, and developing regional managers with clarity and support; owning department staffing from org design through hiring; developing processes for efficient ticket handling, escalation management, and cross-team collaboration; identifying and driving workflow and tooling improvements; owning quality assurance and implementing targeted improvement plans; providing regular performance reporting to leadership; and capturing, analyzing, and acting on customer feedback to drive cross-functional improvements.
You bring at least 4 years of customer support leadership experience managing managers or team leads, with a proven track record building and scaling support operations across multiple regions or time zones. You have strong expertise with modern support platforms (Zendesk, Intercom, etc.) and a clear vision for leveraging AI and automation to enhance team efficiency. You are data-driven, defining and tracking KPIs while taking action when performance drifts. You communicate excellently, representing customer needs to leadership and providing direct, constructive feedback to teams. You are highly organized, managing complexity across distributed teams without losing sight of detail. You are a strong people leader known for developing talent, building trust, and creating high-performing environments. Above all, you have genuine customer empathy that drives how you lead.
Success looks like: consistently excellent support across all regions reflected in strong CSAT and response time metrics; regional team leads visibly developing and running high-performing teams independently; well-documented, efficiently run, continuously improving support operations; active customer feedback loops influencing product and operational decisions; and a support function that scales with the business and serves as a strategic partner company-wide.
