Head of AI-Driven Customer Support

RapidWorks; Boston (MA); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k) with match

Paid unlimited time off and holidays

Professional development and growth

Direct impact on the construction行业

Job summary

RapidWorks, a leading construction tech SaaS, is seeking a Manager of Customer Support in Boston to lead a growing support team and shape the future of how customers are served. You will own the end-to-end experience, coach the team, and be the voice of the customer to Product and Engineering.

You’ll drive AI-enabled strategies, measure KPIs, and ensure top-tier support during dispatch, telematics, payroll, and payments workflows.

Qualifications

• 5+ years of experience in software product support, technical support, or customer operations.
• 2+ years managing or leading a support team.
• Experience supporting B2B SaaS, ERP, dispatch, or field service software.
• Strong troubleshooting with mobile apps, GPS/telematics, APIs, integrations, SQL queries.
• Experience with Zendesk, HubSpot, Intercom, or Jira.

Responsibilities

• Lead, coach, and develop a team of product support specialists with clear goals.
• Own and drive AI-enabled support strategies, including automated triage, AI-assisted responses, and knowledge base generation.
• Roll out AI across the team, training on AI tools and setting quality standards.
• Measure impact on KPIs like resolution time, CSAT, and team capacity; drive improvements.
• Manage ticket queues, escalation paths, SLAs, staffing, and knowledge base management.
• Serve as senior escalation point for complex issues affecting dispatch, telematics, payroll, billing, and payments workflows.
• Translate customer problems into feedback for Product and Engineering, assist with bug triage and releases.
• Define and report on KPIs such as first response time, time to resolution, ticket volume, and escalation rates.
• Maintain knowledge base, internal playbooks, and training materials reflecting customer workflows.
• Support integration of acquired customer bases and products into unified support model.
• Collaborate with Implementation, Customer Success, and Sales for onboarding and long-term health.
• Help launch and support new products and releases.

Skills

Leadership

Technical troubleshooting

Customer communication

Data-driven

B2B SaaS knowledge

API/SQL familiarity

Tools

Zendesk

HubSpot

Intercom

Jira

Job description

RapidWorks, a leading construction tech SaaS, is seeking a Manager of Customer Support in Boston to lead a growing support team and shape the future of how customers are served. You will own the end-to-end experience, coach the team, and be the voice of the customer to Product and Engineering.

You’ll drive AI-enabled strategies, measure KPIs, and ensure top-tier support during dispatch, telematics, payroll, and payments workflows.