Staff Customer Support Programs & Supportability Lead

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

📋 Description

• Oversee the strategy and implementation of customer support initiatives aimed at optimizing processes, tools, automation, and service enablement.

• Recognize and execute proactive and predictive support, automated diagnostics and resolution workflows, chatbots, virtual agents, AI-driven deflection, runbooks, playbooks, and remote troubleshooting tools.

• Promote continuous enhancement of support processes and agent productivity.

• Manage the production of support metrics and business analytics, which include defining KPIs, developing dashboards, and providing insights on CSAT/NPS, resolution times, deflection rates, cost per contact, ticket trends, and operational efficiency.

• Oversee the comprehensive supportability function, acting as the liaison between Customer Support, Product Management, and Engineering.

• Establish and uphold supportability standards, requirements, and best practices.

• Conduct supportability assessments and gap analyses during product design, development, and launch phases.

• Work in collaboration with Engineering on observability, logging, monitoring, error handling, diagnostics, and self-service APIs.

• Ensure that products incorporate troubleshooting tools, configuration management, and upgrade/migration support.

• Lead root cause analysis and advocate for permanent solutions to product issues.

• Maintain a supportability scorecard to evaluate product readiness for support.

• Influence the product roadmap to alleviate support load and enhance customer experience.

• Establish frameworks for support analytics and reporting.

• Convert data into strategic recommendations for leadership and cross-functional partners.

• Lead cross-functional initiatives that enhance support efficiency and customer results.

• Participate in budgeting, planning, and technology roadmap decisions for the support organization.

⛳️ Requirements

• Over 10 years of experience in enterprise technology customer support (SaaS, cloud, infrastructure, or complex B2B software).

• Extensive experience in customer support delivery, operations, support programs, or supportability roles.

• Proven track record of managing support tools, automation, knowledge management, and analytics initiatives on a large scale.

• Strong experience collaborating with Product Management and Engineering on supportability initiatives.

• In-depth expertise with Salesforce Service Cloud.

• Proficient in Jira.

• Familiarity with Zendesk, Tableau, Looker, Power BI, SQL, and modern automation/AI technologies.

• Demonstrated ability to enhance CSAT, deflection rates, and support efficiency.

• Exceptional cross-functional leadership, communication, and stakeholder management skills.

• Bachelor’s degree in Business, Computer Science, Engineering, or a related field.

• Preferred advanced degree or certifications such as ITIL, HDI, or PMP.

• Legally authorized to work in the United States.

🏝️ Benefits

• Equity package in the form of stock options for all full-time roles.

• Health, vision, and dental insurance for you and your family.

• Flexible vacation policy.

• Generous parental leave.

• Career development opportunities.

• Inclusive and collaborative culture.

• Remote and hybrid work models depending on role and location.