Head of Customer Support
Skills
- Proven leadership of 24x7 global support teams in SaaS or AI environments.
- Expertise in building SLAs, workflows, and playbooks.
- Strong analytical skills in support metrics like CSAT, FRT, TTR, and escalation rate.
- Experience with support process automation and tooling.
- Incident and escalation management expertise.
- Strong hiring, coaching, and team development skills.
- Excellent cross-functional collaboration and communication skills.
- Customer advocacy and feedback-driven mindset.
Responsibilities
- Design and execute scalable support strategies aligned with company OKRs.
- Manage daily support queue triage, prioritization, and backlog.
- Lead automation of support processes using Cresta tools.
- Own incident response, escalation management, and RCA delivery.
- Oversee global 24x7 support operations ensuring SLA adherence.
- Hire, onboard, and coach support and technical team members.
- Define, track, and analyze support KPIs and report to executives.
- Collaborate cross-functionally with Customer Success, Product, and Engineering teams.
- Advocate for customers internally to drive product improvements.
Education
- Bachelor’s degree required, preferably in Business, IT, or related fields.
Benefits
- Medical, dental, and vision plans tailored for employees and families.
- Paid parental leave.
- Monthly Health & Wellness allowance.
- Work from home office stipend.
- Lunch reimbursement for in-office employees.
- Flexible paid time off.
- Equity compensation.
Average salary estimate
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