Head of Product Support — Remote, Scale & Strategy

United States Digital Space LLC; United States; Remote; USD 180,000 - 240,000; Full time

Benefits offered by this job

Remote-first

Job summary

United States Digital Space LLC is seeking a Head of Product Support to define and scale a world-class Product Support organization. You will lead a cross-functional team of specialists, engineers, and operations professionals, driving a customer-obsessed and data-driven support function aligned with product strategy.

The role focuses on scalable systems, SLAs/SLOs, automation, and proactive customer education to reduce support volume while elevating customer experience.

Qualifications

• 7+ years in support, technical support, developer support, or customer experience roles with leadership experience.
• 3+ years leading teams, building or scaling modern SaaS tech support functions.

Responsibilities

• Define and lead the end-to-end Product Support vision and strategy.
• Build and mentor a high-performing, cross-functional support team.
• Represent Product Support at leadership level and drive cross-functional initiatives to improve the customer experience.

Skills

APIs

Debugging

Cloud platforms

Logs/metrics

Dev workflows

Cross-functional leadership

AI workflows

Tools

Ticketing systems

Knowledge base software

Monitoring tools

Job description

United States Digital Space LLC is seeking a Head of Product Support to define and scale a world-class Product Support organization. You will lead a cross-functional team of specialists, engineers, and operations professionals, driving a customer-obsessed and data-driven support function aligned with product strategy.

The role focuses on scalable systems, SLAs/SLOs, automation, and proactive customer education to reduce support volume while elevating customer experience.