Head of Customer SupportActive$336K

The duty of this organization is to enable our Customers’ ongoing Mission Readiness . From the moment they say '“go” until the contract is fulfilled.

What you'll do

• Direct customer support activities across multiple business lines and product: portfolios, including Tier 1 and Tier 2 operations, process development, technical oversight, and budget management.

• Build, scale, and lead a high-performing global customer support: organization, including recruitment, training, career development, and performance management to uplevel team capabilities in line with business growth.

• Implement and maintain support systems, tools, and infrastructure including: incident and case management platforms, remote troubleshooting capabilities, predictive monitoring and analytics systems, and knowledge management databases.

• Develop and execute customer support strategies that accommodate complex: geographical requirements, varying customer SLA commitments, and diverse product technical requirements across hardware and software systems.

• Establish and optimize support processes for root cause analysis, corrective: action planning, escalation management, and continuous improvement to drive first-call resolution and customer satisfaction.

• Collaborate with cross-functional teams, including engineering, product,: quality, program management, and field operations, to ensure seamless customer experiences and rapid issue resolution.

What they're looking for

• Advanced degree in engineering, computer science, business, or related field
• Experience in aerospace, defense, or hardware/software companies strongly preferred
• Demonstrated experience managing complex, multi-geography support operations: with diverse customer segments and varying service level requirements.
• Strong technical acumen with the ability to understand complex hardware and: software systems, engage with engineering teams at a technical level, and drive root cause analysis and corrective actions.
• Experience with modern support platforms, tools, and customer portals (e.g.,: Zendesk, ServiceNow, Salesforce Service Cloud, JIRA Service Management) and data analytics for operational insights
• Strong ability to work in an unstructured, fast-paced environment; startup or: high-growth company experience highly preferred.
• Strong outcome orientation with the ability to drive initiatives from: inception to implementation and adoption. Willing and able to dive into tactical execution mode when needed to move the effort forward.
• Experience supporting government or DoD customers with understanding of: federal acquisition, contracting, and support requirements preferred.