Head of Technical Customer Experience, US

📋 Description

• Lead the US support function and drive AI-first CX.
• Write and optimize SQL queries to inform decisions.
• Own and tune the AI support agent with automation.
• Lead outage response and publish status updates.
• Build integrations via REST APIs, webhooks, and Python automation.
• Create white-glove experiences for high-value customers.

🎯 Requirements

• 5+ years leading customer-facing teams transforming support
• Expert-level SQL with joins, CTEs, window functions, large data warehouses
• Hands-on AI/LLM support agent management and automation
• Python programming for automations, data analysis, and API integrations
• Technical troubleshooting: read logs, API responses, and traces
• Availability for escalations within 30 minutes including nights and weekends

🎁 Benefits

• Competitive salary & equity
• Unlimited PTO
• Full Health, Vision, & Dental coverage
• 401k match
• Hardware setup: new MacBook Pro, big display, & accessories