Head of Professional Services & Customer Support
New
R
RockstarUrban Forestry, GIS
Canada. Brazil. Mexico. Colombia. Peru. Venezuela, Bolivarian Republic ofFull-TimeManager
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 5+ years in technical support, solutions engineering, professional services, or application support; 2+ years managing or leading a team.
- Required Skills
- PostgreSQLProject ManagementSQLArtificial IntelligenceJiraStakeholder managementHubSpotZendesk
Requirements
- 5+ years of experience in technical support, solutions engineering, professional services, or application support.
- 2+ years of experience managing or leading a team.
- Proficiency with SQL and relational databases (PostgreSQL preferred).
- Active AI literacy with a track record of using AI tools to transform operations.
- Experience with Zendesk is strongly preferred.
- Familiarity with multi-system support environments such as HubSpot or Jira.
- Strong stakeholder management skills and ability to navigate competing priorities.
- Ability to work with GIS data formats and tools (Shapefiles, GeoJSON, QGIS) or willingness to learn.
- Strong organizational, prioritization, and rapid iteration skills.
- Clear communication skills in English.
Responsibilities
- Lead, coach, and develop a team of 6 across support and professional services.
- Drive the ongoing restructuring of the team for efficiency and support team members through transitions.
- Translate competing stakeholder needs into well-defined priorities and execution plans.
- Provide hands-on technical support using SQL and relational databases for troubleshooting and mentoring.
- Identify and implement AI-driven solutions to automate support functions and reduce manual effort.
- Manage and triage the support and professional services backlog across internal and external stakeholders.
- Optimize support systems including Zendesk and HubSpot and report on key performance metrics.
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