Head of Customer Support

What You'll Do

We're seeking a dynamic and innovative leader to build our Customer Support function. As our customer support leader you'll have the opportunity to build our support system from the ground up, encompassing the implementation of ticketing system and processes, SLAs, escalation pathways, playbooks, and team management. We're seeking a visionary who can create robust support processes for our AI healthcare product and drive customer support operations globally as we scale.

*this role can be based anywhere in the US with quarterly travel to our Mountain View office.

• Integrate into our leadership team and play a pivotal role in our company’s future.
• Hire and manage a global 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.

What You'll Bring

• 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
• Proficiency with Jira service management or similar ticketing systems
• Experience with incident management tools, processes and related reporting tools
• Work availability within 6am to 6pm PT