Director of AI-Native Customer Support & Scale

OpenRouter, Inc; United States; Remote; USD 180,000 - 240,000; Full time

Job summary

OpenRouter, Inc. is seeking a Director of Customer Support to build and scale a world-class, AI-native support organization for developers and enterprises. You will lead global teams, drive automation, and shape the customer experience with fast, deeply technical support.

You'll own the support function end-to-end, crafting scalable, AI-driven processes and tools, while maintaining a strong focus on developer experience and enterprise reliability at scale.

Qualifications

• Experience leading customer support at a hyperscale AI-native company.
• Ability to build scalable AI-native support systems and automations.
• Strong technical understanding of production AI infrastructure and developer needs.

Responsibilities

• Build an AI-native support organization focused on AI, automation, and technical excellence.
• Engineer and improve AI agents, workflows, and internal tools to increase capacity and quality.
• Own developer experience and deliver exceptional technical support for AI-native startups and enterprises.
• Lead global support operations including incident response, escalations, SLAs, and performance metrics.
• Drive operational excellence by defining response/resolution times, CSAT, automation impact, and cost to serve.
• Build and mentor a small team of support engineers with strong debugging and system-improvement skills.
• Create scalable solutions by turning recurring issues into self-service, docs, and product improvements.
• Partner with Engineering, Product, Customer Success, and Forward Deployed Engineering to translate feedback into improvements.

Skills

Leadership

AI-native

Customer Support

Technical Troubleshooting

Job description

OpenRouter, Inc. is seeking a Director of Customer Support to build and scale a world-class, AI-native support organization for developers and enterprises. You will lead global teams, drive automation, and shape the customer experience with fast, deeply technical support.

You'll own the support function end-to-end, crafting scalable, AI-driven processes and tools, while maintaining a strong focus on developer experience and enterprise reliability at scale.