Head of Customer Support - AI-Driven SaaS for Dispatch

MassMutual Ventures

Boston (MA)

On-site

USD 120,000 - 180,000

Full time

3 days ago

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Benefits offered by this job

Health, dental, vision insurance

401(k) with match

Unlimited PTO and holidays

Job summary

RapidWorks is seeking a Manager, Customer Support to lead the established support team and shape how customers are served. You will own the end-to-end support experience, coach the team, and voice customer feedback to Product and Engineering.

Prior construction industry experience is not required, but strong leadership and technical curiosity are essential. You will drive AI-enabled strategies, implement automated triage and self-service, and monitor KPIs such as CSAT and time-to-resolution.

Qualifications

Minimum 5 years in software product support or customer operations.
2+ years leading a support team with measurable impact.
Experience with B2B SaaS and ERP/field service-like software is preferred.

Responsibilities

Lead and coach a team of product support specialists.
Own AI-enabled support strategy and rollout across the team.
Measure impact on KPIs like resolution time and CSAT.
Manage ticket queues, escalations, SLAs, and knowledge base.
Act as senior escalation point for complex issues affecting dispatch, billing, and payments.
Collaborate with Product, Engineering, Implementation, Success, and Sales.