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Customer Support Programs & Supportability Lead

Horizon3 AI· Customer
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Remote$126k - $140k + equityFull-timePosted 2w ago

About the role

Strategic and hands-on lead for customer support programs and supportability, partnering with Customer Support, Product Management, and Engineering to deliver exceptional customer support experiences while reducing support effort and costs at scale.

Responsibilities

  • Lead the strategy and execution of customer support initiatives focused on process optimization, tools, automation, and service enablement.
  • Identify and implement support optimization opportunities such as proactive and predictive support, automated diagnostics and resolution workflows, chatbots, virtual agents, AI-driven deflection, runbooks, playbooks, and remote troubleshooting tools.
  • Continuous improvement of support processes and agent productivity.
  • Own support metrics production and business analytics, including KPIs, dashboards, and actionable insights on CSAT/NPS, resolution times, deflection rates, cost per contact, ticket volume trends, and operational efficiency.
  • Own the end-to-end supportability function as the primary bridge between Support, Product Management, and Engineering.
  • Define and enforce supportability standards, requirements, and best practices for new and existing products.
  • Conduct supportability reviews and gap analyses during product design, development, and launch phases.
  • Collaborate with Engineering on observability, logging, monitoring, error handling, diagnostics, and self-service APIs.
  • Ensure products include built-in troubleshooting tools, configuration management, and upgrade/migration support.
  • Drive root cause analysis (RCA) processes and advocate for permanent product fixes.
  • Maintain a supportability scorecard to measure and improve product readiness for support.
  • Influence the product roadmap to prioritize features that reduce support load and improve customer experience.
  • Establish and maintain comprehensive support analytics frameworks and reporting.
  • Translate data into strategic recommendations for leadership and cross-functional partners.
  • Lead cross-functional programs that improve support efficiency and customer outcomes.
  • Contribute to budgeting, planning, and technology roadmap decisions for the support organization.

Qualifications

  • 10+ years of experience in enterprise technology customer support (SaaS, cloud, infrastructure, or complex B2B software), with significant time in customer support delivery, operations, support programs, or supportability roles
  • Proven success owning initiatives for support tools, automation, knowledge management, and analytics at scale
  • Strong experience partnering with Product Management and Engineering on supportability initiatives
  • Deep expertise with Salesforce Service Cloud. Expertise with Jira. Familiarity with Zendesk, analytics tools (Tableau, Looker, Power BI, SQL), and modern automation/AI technologies
  • Demonstrated ability to deliver measurable improvements in CSAT, deflection rates, and support efficiency
  • Excellent cross-functional leadership, communication, and stakeholder management skills
  • Bachelor’s degree in Business, Computer Science, Engineering, or related field (advanced degree or certifications such as ITIL, HDI, or PMP preferred)

Skills

Required:Customer support optimizationAnalytics and metricsCross-functional leadership

Benefits

  • Health, vision & dental insurance for you and your family
  • Flexible vacation policy
  • Generous parental leave
  • Equity package (stock options) for full-time roles
  • Hybrid & Remote Work options
Last updated Oct 22, 2026. Interested? Apply on the company site.

About Horizon3 AI

Only Pentesting Platform Proven in Production

Continuously assess, fix, and verify your security posture. Securing enterprises across many attack surfaces.

PentestingSecurity PostureThreat DetectionVulnerabilitiesRisk AssessmentOffensive Security
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