Head of Support, Lambda

• 12+ years of experience Leading technical support, service delivery, or operations teams, with at least 3 years in a senior leadership role
• Proven ability to scale support organizations in high-growth, infrastructure, or SaaS environments
• Strong understanding of GPU/AI infrastructure, data centers, and managed services (Kubernetes, Slurm, HPC)
• Demonstrated expertise in incident management, escalation handling, and SLA governance
• Experience reviewing customer contracts and working cross-functionally to ensure support feasibility
• Executive presence with ability to prepare and deliver business reviews and reporting for both customer and internal audiences
• Skilled at balancing multiple complex projects in a fast-paced, dynamic environment
• Excellent written and verbal communication, with the ability to influence executives, customers, and technical teams
• You do not need to match all of the listed expectations to apply for this position. We are committed to building a team with a variety of backgrounds, experiences, and skills

Desirable

• Lambda is seeking a strategic and execution-focused Head of Support to lead our global customer support organization. This role is responsible for delivering a world-class support experience across both core support and Superintelligent (SI) support while building the systems, processes, and teams needed to scale with Lambda’s growth in hyperscale AI infrastructure
• The Head of Support is responsible for scaling Core and SuperIntelligence Support and ensuring Lambda’s customer support organization grows to meet the needs of the world’s largest AI workloads
• This role’s primary focus is scaling SuperIntelligence Support, alongside ensuring contract feasibility, effective incident management, and strong operational performance in a dynamic, fast-paced environment
• Lead and scale a multi-tier global support organization, spanning Core and SuperIntelligence Support teams
• Drive the scaling of SuperIntelligence Support, ensuring processes, tools, and staffing are ready to meet hyperscale customer demands
• Oversee contract feasibility reviews for new customer deals, ensuring promises made to customers are realistic, executable, and fully supported
• Own critical incident and escalation management, ensuring clear ownership, structured communication, and timely resolution
• Establish and track key metrics (SLA adherence, MTTR, CSAT, NPS, time-to-next-action, and cross-divisional performance), and present findings to executives and customers
• Prepare and deliver Monthly Operations Review (MOR) materials, ensuring leadership has visibility into performance, reliability, and problems
• Build and maintain documentation, playbooks, and reporting frameworks that create consistency, transparency, and scalability
• Partner with Sales, Engineering, Data Center Operations, and Product to ensure support delivery is aligned with both business strategy and customer success
• Develop and implement a support enablement strategy, expanding scope, offloading work from engineering, and improving first-contact resolution
• Mentor and grow support leaders and ICs, defining career paths and creating succession plans
• Balance multiple high-impact projects in a fast-moving environment with shifting priorities, maintaining focus on customer trust and operational excellence