Head of Support

Position Overview 

We are seeking a Head of Support to lead and scale a fully functional, customer-centric Support organization. You will create the processes, reporting, and tooling  to deliver consistent service quality, predictable performance, and a best-in-class customer experience. 

A key component of this role is leading the evaluation, migration, and rollout of a modern ticketing platform, replacing legacy systems and improving routing, automation, insight, and operational efficiency. 

Key Responsibilities  

Lead and Scale a Modern Support Organization 

• Lead end-to-end Support function serving both external customers and internal stakeholders. 

• Design a scalable support model (e.g., Tier 1 / Tier 2 / Tier 3) with clear escalation paths and ownership. 

• Hire, coach, and develop a high-performing team; define roles, coverage models, and on-call/escalation expectations. 

• Establish consistent support standards and a culture of urgency, accountability, and continuous improvement. 

Own Support Operations, Metrics, and Performance 

• Establish, track, and manage core Support KPIs including CSAT, SLA attainment, first response time, time to resolution, and backlog health. 

• Create operating rhythms (daily/weekly triage, ticket QA reviews, trend analysis, cross-functional escalation meetings). 

• Implement quality assurance standards, coaching processes, and ticket audits to improve consistency and resolution quality. 

• Provide executive reporting on performance trends, risks, root causes, and improvement initiatives. 

Design Scalable Support Processes Across Technical, Billing, and Accounting Questions 

• Define standard workflows for technical troubleshooting, billing requests (invoice/payment/credits), and product/accounting questions. 

• Create escalation and handoff processes to Product/Engineering, Billing/Finance, Customer Success, and other internal teams. 

• Build playbooks for issue categorization, severity levels, customer communication, and resolution consistency. 

• Partner with stakeholders to reduce friction and ensure support responsibilities and handoffs are clear and measurable. 

• Build a scalable self-service strategy including a knowledge base, FAQs, and standardized help content. 

• Evaluate ticketing and support tooling options; develop selection criteria aligned to customer and internal needs. Lead implementation, including workflows, routing rules and automation.  

• Lead platform implementation including workflows, SLAs, routing rules, automation, macros, tagging, and reporting structure.  

• Drive rollout planning, change management, training, and adoption measurement across teams. 

Cross-Functional Leadership and Customer Advocacy 

• Serve as the voice of Support in cross-functional planning and decision-making. 

• Ensure customer-impacting incidents are escalated appropriately with clear internal communications. 

• Collaborate with Product, Engineering, Billing/Finance, and Customer Success to drive measurable experience improvements. 

Required Qualifications 

• 3–5+ years of leadership experience scaling support teams, including hiring and performance management. 

• Proven experience building support processes from the ground up (SLAs, tiering, escalation models, QA). 

• Hands-on experience with modern ticketing ecosystems (e.g., Zendesk, Freshdesk, Intercom, Jira Service Management, ServiceNow, Help Scout). 

• Demonstrated success replacing or modernizing a ticketing platform, including rollout and change management. 

• Strong operational rigor and data fluency - dashboards, trend analysis, and KPI-driven execution. 

• Excellent communication skills with the ability to align stakeholders and drive decisions. 

• Preferred Qualifications  

• Experience supporting subscription billing complexity (renewals, usage-based billing, credits). 

• Experience supporting accounting or compliance-adjacent workflows and customer questions. 

• Experience partnering closely with Product/Engineering via structured escalation and incident management processes. 

• Support Operations/CX Operations background and experience implementing automation or AI-assisted support tools. 

Competencies 

• Builder mindset and systems thinking 

• Operational excellence and process discipline 

• Customer empathy paired with business judgment 

• Technical fluency and structured problem-solving 

• Change leadership and cross-functional influence 

• Strong written and verbal communication 

Benefits 

• Remote work-from-home environment 

• Competitive salary, health, dental and vision insurance plans  

• Flexible time off  

• 401K retirement savings plans for US-based employees, with 3% employer match  

• Incentive Equity Plan   

• Professional development opportunities  

• Dynamic and collaborative work environment with opportunities for growth