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Head of Support

Pylon· Support
Apply on company site
San Francisco$220k - $280k + equityFull-timePosted 3mo ago

About the role

Lead the global Support organization across US and EMEA, stand up the New York team, and design scalable processes and leadership layers to align with AI-enabled support. Collaborate with Product, Engineering, Customer Success, and Sales while redefining workflows and career paths as AI transforms support.

Responsibilities

  • Define how AI changes support at Pylon: what people should own, what gets automated, and what the resulting team, workflows, and career paths look like
  • Own the operating cadence for response times, resolution times, quality, escalations, and customer sentiment as our customer base grows more complex
  • Build the systems support runs on, including knowledge management, QA, onboarding, incident response, and capacity planning, each with a real owner and a regular review
  • Be customer zero: drive dogfooding of Pylon's workflows across the team, and own the feedback loop that turns support interactions into product insights and roadmap input
  • Lead US and EMEA support and stand up the New York team, hiring ahead of demand without fragmenting standards across regions
  • Grow team leads and managers, and build the levels and career paths that let them run day-to-day execution without you
  • Test whether there's a real support-led revenue opportunity for Pylon and make the call based on what customers actually want

Qualifications

  • You've led and scaled a technical B2B support org, ideally at a dev tools, infra, API, or data company, and you've managed managers, not just ICs
  • You've built systems and teams from scratch, and you turn recurring pain into an owned, measurable process rather than another one-off fix
  • You're technically fluent and curious. You can reason about integrations, APIs, logs, and engineering tradeoffs without needing to be an engineer, and you want to understand why something broke, not just route the escalation
  • You have a real, opinionated point of view on how AI changes support, backed by something you've actually built or shipped
  • You're high-agency and low-ego. You're comfortable presenting to leadership one hour and inspecting an escalated ticket the next, and you hold a high bar while keeping trust in hard conversations

Skills

Required:Leadership of a technical B2B support orgSystems design for supportTechnical fluency with integrations, APIs, logs

Benefits

  • Commuter benefits
  • Parental leave
  • 14 company holidays + unlimited PTO
  • Annual offsite
  • Lunch, dinner, and snacks at the office
  • Fitness stipend
Last updated Oct 22, 2026. Interested? Apply on the company site.
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About Pylon

The only customer support platform built for B2B.

Pylon is the modern alternative to Zendesk, Intercom, Freshdesk, and Salesforce Service Cloud. We help B2B companies track customer support issues across common B2B channels including shared Slack channels (Slack Connect), Microsoft Teams, email, in-app chat, ticket forms, Slack community, and more. Hundreds of fast-growing YC companies of all sizes like Vellum, Hightouch, and Deel are customers. Learn more at usepylon.com

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