Lead, Product Support & Customer Experience
Core
Lead the evolution of a scalable, empathetic support organization for AI-enabled, data-driven products used by internal teams and external clients.
Role type
Senior IC Product Support & Customer Experience Lead
Builds
A technically credible, operationally disciplined support function with improved workflows, tooling, and feedback loops to product engineering.
Domain
Technology, Data, Analytics, and Client-Facing Software Products
Deliverable
Production support operations, process improvements, and product feedback
Required skills
Technical issue diagnosis, SLA management, workflow optimization, stakeholder communication, pattern recognition, documentation, team training, AI tool adoption
Preferred skills
SQL/data quality investigation, support automation configuration, AI-enabled product support experience
Technologies
Zendesk, Jira Service Management, Freshdesk, SQL, AI tools
Responsibilities
Strengthen support operating models including triage, escalation, and communication workflows; diagnose production issues across product, data, and system layers; maintain SLA frameworks and track backlog health; partner with engineering and product teams to resolve issues and improve processes; identify recurring patterns to drive product feedback and process improvements; improve support tooling and automation; contribute to team capability through knowledge sharing and training.
Seniority
Senior, hands-on IC with leadership responsibilities
