Head of Product Support

Job Summary

A company is looking for a Head of Product Support to build and lead a high-performing Product Support organization.

Key Responsibilities

• Define and own the end-to-end Product Support vision aligned with company strategy
• Build and mentor a team of Product Support Specialists and Technical Support Engineers
• Establish scalable support workflows and manage SLAs/SLOs to enhance customer experience

Required Qualifications

• 7+ years in Support, Technical Support, or Customer Experience roles, with 3+ years in leadership
• Experience building or scaling support functions in modern tech environments (SaaS, cloud, AI)
• Strong technical fluency with APIs, debugging, and cloud platforms
• Proven ability to operate cross-functionally and influence product direction
• Experience with modern support tooling and AI-enabled workflows