Global Director, AI Customer Support

DCYB; Dublin; Remote; EUR 120,000 - 180,000; Full time

Benefits offered by this job

Pension contributions

Private health insurance

Dental insurance

Income protection

Life assurance

Job summary

Crusoe is seeking a Director of Customer Support to scale Crusoe Cloud adoption and expand the global support organization. You will lead a high-performing team, partner with engineering, SRE, product, and operations to improve reliability and customer outcomes.

You will design account playbooks, reduce incidents, and translate insights for executive leadership, building tiered support for enterprise customers in a fast-growth AI infrastructure environment.

Qualifications

• 8-10+ years in customer support/operations leadership, ideally in cloud, infrastructure or AI environments.
• Proven ability to build and lead high-performing customer support teams.
• Experience building global support procedures and escalation paths.
• Ability to develop and implement tiered enterprise support structures.
• Strong communication and cross-functional influence.

Responsibilities

• Build, lead, and scale Crusoe's global Customer Support organization.
• Develop and implement comprehensive account playbooks to drive Crusoe Cloud adoption and growth.
• Manage and mentor teams troubleshooting networking, Infiniband, distributed training, and AI/ML workloads.
• Collaborate with Engineering, SRE, and Product to improve reliability and address customer issues.
• Drive initiatives to reduce escalations, incidents, and outages using KPIs and observability data.
• Create a tiered support model to serve enterprise customers at scale.

Skills

Customer ops leadership

Global process design

Escalation frameworks

Account growth strategy

Tools

Linux

Virtualization

Containers

Orchestration tech

Distributed training

Job description

Crusoe is seeking a Director of Customer Support to scale Crusoe Cloud adoption and expand the global support organization. You will lead a high-performing team, partner with engineering, SRE, product, and operations to improve reliability and customer outcomes.

You will design account playbooks, reduce incidents, and translate insights for executive leadership, building tiered support for enterprise customers in a fast-growth AI infrastructure environment.