Head of Support
Core
Build a scalable, high-quality support operating model for Enterprise and consumer customers using AI tools and automation.
Role type
Head of Support (Leadership)
Builds
One unified support operating model, AI-driven support tooling, and scalable customer experience systems.
Domain
SaaS / AI / Customer Support Operations
Deliverable
production ML models | infrastructure
Required skills
Customer support operations, team leadership, AI tooling implementation, process design, cross-functional partnership, technical fluency, hiring strategy
Preferred skills
Experience with distributed teams, knowledge system design, automation workflows
Technologies
Support bots, AI-assisted triage, routing systems, knowledge retrieval, help desk systems
Responsibilities
Lead support function across Enterprise and consumer segments; Build operating model for queues, SLAs, QA, and reporting; Coach distributed team; Own support AI tooling; Partner with Product and Engineering to improve experiences; Scale high-volume consumer support via automation; Hire and grow the team; Escalate complex customer issues
Seniority
Senior, hands-on leadership
