Head of Customer Support & AI-Driven Experience

Moxie Inc.; Northern (KY); Hybrid; USD 140,000 - 200,000; Full time

Benefits offered by this job

Remote-first culture

Global remote team

Job summary

Moxie is building a full-scope customer support organization—AI self-service, frontline reps, and embedded experts—unified under one standard. This Senior Lead Customer Support role owns the architecture, budget, and multi-year vision, shaping a front door for all practice inquiries and ensuring fast, helpful answers.

You will lead transformation, set SLAs, and partner with Product, Engineering, Marketing, and Sales to align with company priorities in a remote-first environment.

Qualifications

• Track record of building or turning around a customer support organization end-to-end.
• Experience managing AI-assisted support tooling and automation.
• Experience hiring, training, and managing offshore support teams.
• Comfort operating in a dotted-line accountability model.

Responsibilities

• Own the entire support org end-to-end—from AI self-service to frontline teams.
• Design and implement the escalation lattice with SMEs across the company.
• Own Tier 2 SLA accountability and track performance against SLAs and CSAT.
• Train a new Tier 1 team against a documented playbook.
• Own core support metrics and drive improvements to exceed peers.
• Build a multi-year vision and be the voice of the customer to Product, Eng, Marketing, and Sales.

Skills

End-to-end org building

AI-powered tooling

Offshore team management

SLA/CSAT expertise

Tools

Intercom/Fin

Job description

Moxie is building a full-scope customer support organization—AI self-service, frontline reps, and embedded experts—unified under one standard. This Senior Lead Customer Support role owns the architecture, budget, and multi-year vision, shaping a front door for all practice inquiries and ensuring fast, helpful answers.

You will lead transformation, set SLAs, and partner with Product, Engineering, Marketing, and Sales to align with company priorities in a remote-first environment.