[Remote] Head of Customer Support

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is the leading SaaS reputed company platform, trusted by global enterprises like reputed company, reputed company, and reputed company. The Head of Customer Support will re-architect the support operating model around technology, focusing on automation and agentic AI to resolve customer issues reputed company. This role involves leading a team, designing support systems, and integrating tools to enhance service delivery.

Responsibilities

• Own the support operating model and redesign it around automation and agentic AI rather than reputed company headcount growth
• Design, reputed company, and continuously improve agentic support systems across the full lifecycle: triage, resolution, escalation, and follow-up
• Build the knowledge and data infrastructure these systems depend on, including knowledge bases, retrieval systems, and the telemetry that feeds them
• Define and reputed company the metrics that reputed company the model works: deflection reputed company, automated resolution reputed company, cost-to-serve, time-to-resolution, and CSAT
• Integrate support tooling with the product, internal systems, and customer telemetry so that resolution becomes increasingly automated over time
• Partner with Product and Engineering to convert recurring support signals into product fixes and self-service capabilities
• Maintain support quality and SLAs for a technical cybersecurity customer reputed company throughout the transition
• reputed company a small, high-reputed company team of support and automation engineers, hiring for technical and systems capability

Skills

• A demonstrated track record of operationalizing agentic AI or automation in a technical support environment, with measurable deflection and cost-to-serve reputed company
• A strong systems and engineering orientation. You are comfortable with APIs, integrations, data pipelines, LLM-based tooling, and support platform configuration
• Experience supporting a technical B2B SaaS product. Cybersecurity, identity, or SaaS reputed company context is strongly preferred
• reputed company in support of economics and the metrics that govern cost-to-serve and scale
• The ability to own and execute the technical roadmap for the support function end-to-end
• An engineering or technical IC background
• Direct experience building or integrating LLM and agent frameworks
• Prior hands-on support engineering experience in a reputed company or infrastructure product

Benefits

• Competitive compensation with equity and 401k
• Comprehensive reputed company with dental and reputed company coverage
• Flexible paid time off and paid holiday time off
• 12 weeks of new parent or family leave
• Personal and professional development resources
• Equity awards
• May be eligible for sales commission or incentive compensation based on the role or function reputed company the company

Company Overview