Director, AI-Driven Customer Support & Scale

OpenRouter, Inc; New York (NY); Presencial; USD 240 000 - 275 000; Tempo integral

Resumo da oferta

OpenRouter, Inc. is seeking a Director of Customer Support to design and scale an AI-native support organization for developers and enterprises at scale.

You'll lead global technical support, automate workflows, and drive systems that deliver fast, accurate, and deeply technical assistance. The ideal candidate has 8+ years in technical support and 4+ years of leadership in a hyperscaling AI environment.

Qualificações

• 8+ years in technical support or support engineering with growth.
• 4+ years leading teams through significant scaling.
• Built or operated AI agents, automations, and systems improving support.

Responsabilidades

• Build an AI-native, scalable support organization.
• Engineer AI agents, workflows, and internal tools to boost capacity and quality.
• Deliver exceptional developer-focused technical support for AI applications.
• Oversee global 24/7 support coverage, SLAs, incident response, and escalations.
• Define metrics for response time, resolution, CSAT, and cost to serve.
• Lead a high-leverage team of Support Engineers.
• Turn recurring issues into automation and product improvements.
• Collaborate with Engineering, Product, Customer Success, and FDE.

Conhecimentos

AI-native leadership

Technical leadership

Developer experience

Python

TypeScript

Incident management

Customer outcomes focus

Ferramentas

APIs

LLMs

Automation tools

AI agents

Descrição da oferta de emprego

OpenRouter, Inc. is seeking a Director of Customer Support to design and scale an AI-native support organization for developers and enterprises at scale.

You'll lead global technical support, automate workflows, and drive systems that deliver fast, accurate, and deeply technical assistance. The ideal candidate has 8+ years in technical support and 4+ years of leadership in a hyperscaling AI environment.