Head of Customer Support

📋 Description

• Own the full support outcome from first contact to platform adoption.
• Lead and develop a global team; coach agents to drive customer value.
• Use AI to scale support with AI-assisted workflows and routing.
• Define and track metrics that reflect impact: adoption, time-to-value, self-service deflection.
• Own knowledge strategy; build a best-in-class knowledge base.
• Partner with Product, Sales, CS to tie support to expansion and retention; manage budget.

🎯 Requirements

• 10+ years leading technical support teams across multiple geos.
• 5+ years in SaaS with proven adoption and platform usage gains.
• AI in support: KB automation, AI-assisted tickets, self-service.
• Lead teams through culture change across time zones.
• Experience managing offshore teams with consistent outcomes.
• Zendesk (Support, Chat, Guide, Explore), Snowflake, Claude/OpenAI.

🎁 Benefits

• Remote-first culture built on trust, collaboration, transparency.
• High-growth, inclusive environment where innovation thrives.
• Lightspeed learning to stay at the leading edge.
• Exceptional coworkers who challenge and inspire you.
• Three weeks vacation starting year one.
• Monthly tech stipend and benefits package.