💼 About This Role

You'll lead and build a world-class Product Support organization at an AI company modernizing critical legacy systems. Your work will directly shape the customer experience and product roadmap through data-driven support operations.

🎯 What You'll Do

• Define and execute end-to-end product support strategy
• Hire, mentor, and grow a high-performing support team
• Design scalable workflows, escalation paths, and SLAs
• Build feedback loops between customers and product teams

📋 Requirements

• 7+ years in Support, Technical Support, or Customer Experience roles
• 3+ years leading support teams in modern tech environments
• Strong technical fluency in APIs, debugging, cloud platforms, and dev workflows
• Proven ability to operate cross-functionally and influence product direction

✨ Nice to Have

• Experience supporting developer-facing or highly technical products
• Background in support operations, quality management, or process engineering
• Comfort building systems from scratch in ambiguous environments