The opportunity
The Support team is central to ensuring that our customers' experience with our products is nothing short of exceptional. We resolve complex issues, provide technical guidance, and support customers in maximizing value and adoption from deploying our products.
What you'll do
Lead and evolve organizational design for our frontline operations across: partner and vendor management, coaching teams to expand automation and deliver measurable capacity gains.
Lead multi-site partner management, including commercial ownership, capacity: planning and workforce management, QBRs, and performance recovery.
Own end-to-end service governance for partner and vendor teams, including: automation rate, cost to serve, first-response time, productivity, and quality.
Set standards for how work gets done at scale, replacing one-off fixes with reusable systems.
Upskill teams and partner with Automation Engineering, Support Engineering,: and Fraud & Risk to embed LLM-powered tools into frontline workflows.
Have 8+ years of experience leading support operations teams and a strong: track record of coaching, driving accountability, and improving performance and automation adoption at scale
What they're looking for
- Are comfortable managing a team while staying hands-on in solving ambiguous operational problems.
- Are fluent in operational data and technical collaboration, able to define: metrics, interpret dashboards, design experiments, and partner with engineering and data teams to turn ambiguous support problems into scalable systems.
- Think in systems, using process design, data, tooling, and automation to: reduce manual work and create durable capacity.
- Can partner credibly with technical teams and translate support needs into: clear requirements, owning problem definition, adoption, change management, and operational outcomes
