Customer Support Programs Lead

Job Summary

Seeking a strategic and hands-on Customer Support Programs Lead, the full-time remote position will manage high-impact support initiatives, drive operational excellence, and enhance product supportability while collaborating with Customer Support, Product Management, and Engineering teams.

Key responsibilities

• Lead the strategy and execution of customer support initiatives focused on process optimization, tools, automation, and service enablement
• Own the end-to-end supportability function, defining supportability standards and conducting reviews during product development
• Establish comprehensive support analytics frameworks, translating data into strategic recommendations for leadership and cross-functional partners

Required qualifications

• 10+ years of experience in enterprise technology customer support, particularly in SaaS, cloud, or complex B2B software
• Proven success in managing support tools, automation, knowledge management, and analytics at scale
• Strong experience collaborating with Product Management and Engineering on supportability initiatives
• Deep expertise with Salesforce Service Cloud and familiarity with analytics tools such as Tableau or Power BI
• Bachelor's degree in Business, Computer Science, Engineering, or related field; advanced degree or relevant certifications preferred