Customer Support Programs and Supportability Lead (Fully Remote)

Horizon3.ai; United States; Remote; USD 140,000 - 210,000; Full time

Benefits offered by this job

Competitive compensation

Equity

Health insurance

Vision/Dental insurance

Flexible vacation

Parental leave

Remote-friendly culture

Job summary

Horizon3.ai is seeking a strategic, hands-on Customer Support Programs and Supportability Lead to partner with Customer Support, Product Management, and Engineering. You will own support programs, optimize operations, and drive AI-driven deflection to reduce costs while improving customer satisfaction.

The role requires 10+ years of enterprise support, strong experience with Salesforce Service Cloud and Jira, and a track record of cross-functional leadership in a remote-friendly culture.

Qualifications

• 10+ years in enterprise support.
• Experience with automation, analytics, and cross-functional leadership.
• Experience with Salesforce Service Cloud and Jira.

Responsibilities

• Own support programs, optimization, automation, and AI-driven deflection initiatives.
• Drive supportability standards, product readiness reviews, and root cause analysis.
• Build analytics frameworks and actionable insights for CSAT, deflection, and operational efficiency.

Tools

Salesforce Service Cloud

Jira

Job description

• Horizon3.ai seeks a strategic and hands-on Customer Support Programs and Supportability Lead.
• Partner with Customer Support, Product Management, and Engineering to enhance customer experiences and reduce support costs.

Key Responsibilities:

• Own support programs, optimization, automation, and AI-driven deflection initiatives.
• Drive supportability standards, product readiness reviews, and root cause analysis.
• Build analytics frameworks and actionable insights for CSAT, deflection, and operational efficiency.

Qualifications:

• 10+ years in enterprise support with expertise in Salesforce Service Cloud and Jira.
• Demonstrated success in support tools, automation, analytics, and cross-functional leadership.
• Competitive compensation
• equity
• health/vision/dental insurance
• flexible vacation
• generous parental leave
• Inclusive, remote-friendly culture focused on innovation and professional growth.

Horizon3.ai

Horizon3.ai is a fast-growing, remote cybersecurity company whose NodeZero platform delivers autonomous pentests to find and fix attack vectors. The team of former U.S. Special Operations cyber operators and engineers values respect, collaboration, ownership, and results.