Global Head of AI-Powered B2B Support

Pylon Labs, Inc.; San Francisco (CA); Vor Ort; USD 180.000 - 240.000; Vollzeit

Benefits dieser Stelle

Commuter benefits

Parental leave

14 company holidays + unlimited PTO

Annual offsite

Lunch, dinner, and snacks at theOffice

Fitness stipend

Zusammenfassung

Pylon is seeking a senior leader to scale its global Support organization across the US and EMEA, stand up the New York team, and build a leadership layer to sustain growth as AI transforms customer service.

You will collaborate with Product, Engineering, Customer Success, and Sales to define operating cadences, drive improvements, and ensure exceptional customer outcomes. This role emphasizes strategic thinking, hands-on execution, and high-ambition leadership.

Qualifikationen

• Led and scaled a technical B2B support org with managers, not just ICs.
• Built systems and teams from scratch, turning recurring pain into owned processes.
• Technically fluent with integrations, APIs, logs, and engineering tradeoffs.

Aufgaben

• Define how AI changes support at Pylon: ownership, automation, future team structure.
• Own operating cadence for response times, resolutions, quality, escalations, and sentiment.
• Build systems for knowledge management, QA, onboarding, incident response, and capacity planning with owners.
• Drive dogfooding of workflows and turn interactions into product insights and roadmap input.
• Lead US and EMEA support, stand up the New York team, and hire ahead of demand.
• Grow team leads and managers, creating career paths for day-to-day execution.
• Assess whether there is a real support-led revenue opportunity and make the call.

Jobbeschreibung

Pylon is seeking a senior leader to scale its global Support organization across the US and EMEA, stand up the New York team, and build a leadership layer to sustain growth as AI transforms customer service.

You will collaborate with Product, Engineering, Customer Success, and Sales to define operating cadences, drive improvements, and ensure exceptional customer outcomes. This role emphasizes strategic thinking, hands-on execution, and high-ambition leadership.