Enterprise CX Lead: AI-Powered Support & Team Coach

Jobtailor; San Francisco (CA); Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Healthy performance culture

Job summary

Jobtailor is seeking a senior leader to head global customer experience, overseeing a high-volume support organization serving enterprise clients. You will drive operational excellence, coach managers, and own end-to-end escalations while collaborating with product, engineering, and GTM teams.

You will champion AI-assisted triage and QA, monitor key metrics, and grow a resilient, customer-focused team across regions. SF-based hybrid work model is offered.

Qualifications

• 8+ years in customer support or customer experience.
• 4+ years managing teams in high-volume enterprise environments.
• Ability to operate at a fast pace and maintain customer focus.
• Genuine investment in developing a team and improving processes.
• Experience managing work close to the tickets and beyond dashboard metrics.

Responsibilities

• Lead a high-performing support team serving lawyers and professional services teams.
• Drive operational excellence and accountability across the global support organization.
• Run day-to-day support delivery including queue management, triage, and escalation judgment.
• Monitor FRT, TTR, cSAT, QA; identify root causes and implement fixes.
• Own escalations end to end including severity judgment and customer communication.
• Partner with Product, Engineering, and GTM to fix recurring escalations.
• Participate in on-call rotation for customer-impacting incidents and coordinate response.
• Drive adoption of AI tools for triage, drafting, deflection, and QA.
• Pressure-test CX Releases against real queue conditions and forecast staffing needs.
• Hire, onboard, and develop team members.

Skills

Customer Support Management

Performance Metrics Ownership

AI Tools Proficiency

Team Development and Coaching

Escalation Management

Tools

Zendesk

Salesforce

Omni

Snowflake

AI Tools for Support

Job description

Jobtailor is seeking a senior leader to head global customer experience, overseeing a high-volume support organization serving enterprise clients. You will drive operational excellence, coach managers, and own end-to-end escalations while collaborating with product, engineering, and GTM teams.

You will champion AI-assisted triage and QA, monitor key metrics, and grow a resilient, customer-focused team across regions. SF-based hybrid work model is offered.