Head of Support, Thoughtful AI

• 8+ years leading technical support or customer success for SaaS or healthcare technology, including 3+ years operating a 24 / 7 global model
• Proven track record scaling teams from <10 to 50+ while improving KPIs (response time, CSAT, cost per ticket)
• Deep expertise with ticketing/CRM ecosystems (HubSpot, Jira, Zendesk, or similar) and BI tooling (QuickSight, Looker, Google Sheets)
• Exceptional communicator able to brief C‑suite executives and frontline engineers with equal clarity and impact

Desirable

• As Head of Support, you will architect, launch, and scale a world‑class, AI‑first global support organization that keeps our customers’ automated workforces healthy and productive 24 × 7 × 365
• You will own the support strategy end‑to‑end—from defining the operating model and roadmap to building the processes, playbooks, and metrics that deliver an exceptional, “zero‑friction” customer experience
• This role demands a rare blend of strategic vision and tactical execution
• You will be equally comfortable:
• Rolling up your sleeves to debug a stuck AI Worker in Python, or jump‑start a 2 a.m. incident bridge when revenue is on the line
• Stepping back to architect a follow‑the‑sun support org and present an executive‑ready capacity plan for next quarter
• If you thrive on building and are obsessed with measurable outcomes, you’ll feel at home here
• Set a bold vision for an AI‑powered support experience and translate it into a living roadmap of people, process, and platform investments
• Build and coach a high‑performance global team of Support Engineers and Customer Success Analysts across LATAM and EMEA
• Define and own support KPIs (e.g., ⩽ 6 h average ticket close time, ≥ 92 % SLA adherence) and continuously raise the bar through automation, analytics, and training
• Partner cross‑functionally with Engineering, Product, and Customer Success to ship resilient features, coordinate incident response, and close the feedback loop
• Turn data into insight using Zoho, QuickSight, Jira, and Google Sheets—surfacing trends that influence product roadmaps and customer outcomes
• Champion the Voice of the Customer at every level of the company, ensuring product‑market fit tightens with every release
• Own the Support Roadmap – Own the multi‑year vision, budget, and execution plan for a fast‑growing, AI‑centric support function
• Scale & Coach a Global Team – Hire, mentor, and inspire support staff in multiple time zones; create clear career ladders and performance frameworks
• Protect Uptime & SLAs – Monitor a growing army of AI Workers, lead blameless incident response, and keep average ticket close times ≤ 6 hours
• Deliver Data‑Driven Insight – Leverage Zoho, QuickSight, Jira, and in‑house dashboards to forecast demand, optimize staffing, and guide product priorities
• Champion the Voice of the Customer – Convert frontline feedback into actionable product and process improvements that drive retention and expansion
• Cross‑Functional Glue – Enforce a rigorous support‑handover process upstream: embed readiness criteria in every sprint, drive release checkpoints, and shepherd features smoothly into 24 / 7 operations