Head of Customer Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the support operating model and reimagine it with a focus on automation and agentic AI instead of solely increasing headcount.

• Create, implement, and continuously enhance agentic support systems throughout the entire lifecycle: triage, resolution, escalation, and follow-up.

• Develop the knowledge and data infrastructure these systems rely on, encompassing knowledge bases, retrieval systems, and the telemetry that supports them.

• Establish and measure the metrics that validate the model's effectiveness: deflection rate, automated resolution rate, cost-to-serve, time-to-resolution, and CSAT.

• Connect support tools with the product, internal systems, and customer telemetry to ensure that resolution becomes progressively automated over time.

• Collaborate with Product and Engineering to translate recurring support signals into product improvements and self-service features.

• Uphold support quality and service level agreements (SLAs) for a technical cybersecurity clientele throughout the transition process.

• Lead a small, impactful team of support and automation engineers, focusing on hiring for technical expertise and systems capability.

⛳️ Requirements

• Proven experience in operationalizing agentic AI or automation within a technical support environment, demonstrating measurable outcomes in deflection and cost-to-serve.

• A solid orientation towards systems and engineering. You are proficient with APIs, integrations, data pipelines, LLM-based tools, and support platform configuration.

• Background in supporting a technical B2B SaaS product, with a strong preference for experience in cybersecurity, identity, or SaaS security contexts.

• Comprehensive understanding of support economics and the metrics that influence cost-to-serve and scalability.

• Capability to own and execute the technical roadmap for the support function from start to finish.

🏝️ Benefits

• Competitive compensation package including equity and 401k options.

• Comprehensive healthcare benefits including dental and vision coverage.

• Flexible paid time off along with paid holidays.

• 12 weeks of leave for new parents or family care.

• Access to personal and professional development resources.