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ExecutiveFull-timeRustReactAWSAzureMongoDBMachine LearningGitAI
Salary Range
$285,600 - $386,400 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are seeking a Head of Customer Support Technology to transform Customer Support into an AI-first, automation-led, insight-driven organization. This leader will design and execute a technology strategy where AI is the foundation of how support operates, from customer self-service to real-time agent augmentation.
Key Responsibilities
- →Partner with Technical Support, Customer Success, and Professional Services to develop a technology strategy and roadmap
- →Define and own a multi-year AI roadmap for post-sales, including suggested responses, knowledge article generation, and case summarization
- →Architect scalable conversational AI platforms for chat, voice, and digital channels
- →Implement predictive case routing based on complexity and skill
- →Establish unified support data architecture and build real-time dashboards
- →Own the support technology stack end-to-end and ensure integration with Sales, Customer Success, Billing, and Product systems
- →Lead cultural transition to AI-augmented support and upskill agents in AI collaboration
Requirements
- ✓10+ years experience leading AI adoption and implementation at scale
- ✓Product Management experience in IT, including user interviews, discovery, and roadmap definition
- ✓Strong knowledge of post-sales and customer success platforms, enterprise data platforms, and intelligent workflow automation
- ✓Demonstrated ability to set vision and drive measurable business value through AI
- ✓Excellent stakeholder management and change leadership skills
- ✓Bachelor’s degree required (computer science preferred); Master’s or MBA preferred
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