Director of AI-Driven Customer Support

Menlo Ventures; United States; On-site; USD 165,000 - 199,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive healthcare

Flexible paid time off

12 weeks of parental leave

Personal development resources

Job summary

Obsidian Security, a leading SaaS security platform, is seeking a candidate to redesign its customer support model focusing on automation and agentic AI. This role emphasizes strategic delivery, integrating technology to enhance support efficiency and effectiveness.

The ideal candidate will have a background in operationalizing technical support and a strong understanding of support economics, with a competitive salary range of $165,000 - $199,000 and comprehensive employee benefits including healthcare and flexible paid time off.

Qualifications

• Demonstrated track record of operationalizing agentic AI in technical support.
• Strong systems and engineering orientation with experience in data pipelines.
• Fluency in support economics and metrics.

Responsibilities

• Own and redesign the support operating model around automation.
• Integrate support tooling with internal systems for automation.
• Define metrics like deflection rate and cost-to-serve.

Skills

Operationalizing agentic AI

Support economics

API integrations

SaaS security context

Tools

LLM-based tooling

Data pipelines

Job description

Obsidian Security, a leading SaaS security platform, is seeking a candidate to redesign its customer support model focusing on automation and agentic AI. This role emphasizes strategic delivery, integrating technology to enhance support efficiency and effectiveness.

The ideal candidate will have a background in operationalizing technical support and a strong understanding of support economics, with a competitive salary range of $165,000 - $199,000 and comprehensive employee benefits including healthcare and flexible paid time off.