Head of Global Service Operations

Role:

Head of Global Service Operations Department:

Customer Experience Reports To:

Chief Operating Officer Compensation Range:

$150,000.00 - $180,000.00 annually About Us Headquartered in Berkeley, CA, Bellwether Coffee is working to positively transform the coffee industry by making coffee roasting more accessible and sustainable. Our revolutionary electric, ventless commercial coffee roaster does not require gas lines or expensive ventilation. It's the most consistent and controllable roaster available, has the lowest carbon footprint of any commercial roaster ever made, and was designed by coffee people who want a better future. Our roasting platform allows Bellwether customers to easily and responsibly source green coffee from incredible coffee farms around the world, expertly roast using artisan-crafted roast profiles, and share fresh, delicious coffee! 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 in Berkeley a minimum of 4 days per week. 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