VP of Customer Support (Engineering Background)

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Requirements:

• Prior experience in a high growth early stage start-up, or founder/co-founder experience required
• 5 years of experience creating customer support processes from scratch in a SaaS/AI environment
• Deep proficiency with engineering solutions post sales for customers
• Work availability within 6am to 6pm PT
• Engineering/Technical background

Responsibilities:

• Hire and manage a global technical customer support team, fostering a culture of excellence and continuous improvement.
• Develop a deep understanding of our customer’s best practices and workflows; build out and own customer support workflows from the ground up.
• Handle complex customer inquiries and escalations, ensuring prompt and effective resolutions while delivering a best-in-class experience through clear communication.
• Design, implement, and refine comprehensive support workflows, processes, and playbooks.
• Work closely with Engineering, Growth and Customer Success teams to relay customer insights and advocate for product enhancements based on user feedback.
• Develop key OKRs to improve customer experience metrics and oversee the incident management process, ensuring quick resolution of critical issues.