Breakmark Global Head of Customer Solutions at Breakmark to lead and scale global Account Management and Technical Support. Own post-implementation customer experience and build a high-performing international team.
Responsibilities
We 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 Be
Lead and scale the global Customer Solutions organization, encompassing Account Management and Technical Support
Own the post-implementation customer experience for enterprise clients, ensuring effective ongoing support, issue resolution, and relationship management
Establish a clear global operating model across regions, functions, and customer segments
Hire, coach, and develop a diverse international team, creating strong leadership capacity as the organization grows
Define and monitor the metrics that measure customer health, service quality, responsiveness, operational efficiency, and team performance
Standardize processes, escalation protocols, service expectations, and ways of working across markets
Build proactive customer-management practices that identify risks and opportunities before they become urgent
Qualification
Demonstrated success buildingStrong people leadership skillsAbility to define global processesExcellent analyticalFluency in English
Required
Significant leadership experience within Customer Solutions, Technical Account Management, Enterprise Customer Success, Technical Support, or a related function
Experience leading global technical support and customer-facing teams, ideally within payments, fintech, SaaS, or another technically complex B2B environment
Strong understanding of post-implementation enterprise customer management and technical support operations
Demonstrated success building, scaling, and professionalizing internationally distributed teams
Strong people leadership skills, including experience hiring, coaching, developing, and managing managers
Ability to define global processes, service standards, performance metrics, and escalation frameworks
Confidence working with senior enterprise stakeholders and navigating complex or business-critical customer situations
Strong cross-functional collaboration skills, particularly with Engineering, Product, Sales, and Operations
Ability to combine strategic thinking with hands-on execution in a fast-moving, high-growth environment
Excellent analytical, organizational, and problem-solving capabilities
Fluency in English; Spanish is a strong advantage
Willingness to travel internationally as required, approximately once per quarter
