Head of Customer Support
Core
Lead a global support team and build an AI-powered support operation for an AI-native claims management software company.
Role type
Senior leadership IC (Head of Customer Support)
Builds
AI-enabled customer support workflows and global support operations
Domain
B2B SaaS / Insurance claims technology
Deliverable
production ML models
Required skills
Global team leadership, AI/automation implementation, SaaS platform expertise, process design, incident management, data privacy compliance, stakeholder partnership
Preferred skills
Insurance or claims technology experience
Technologies
AI tools, self-service platforms, ticketing systems, knowledge bases, APIs
Responsibilities
Manage and coach a distributed global support team; define and execute a roadmap for integrating AI into support workflows; establish scalable processes for ticket management and SLAs; partner with Product and Engineering to drive product improvements based on customer feedback; monitor AI response accuracy and continuously improve performance.
Seniority
Senior, hands-on leadership
