Head of Support

Nexus Cognitive Technologies; Atlanta (GA); On-site; USD 170,000 - 260,000; Full time

Job summary

Nexus Cognitive Technologies in Atlanta seeks a Head of Support to shape the customer experience for Nexus One. This hands-on leader will define strategy, scale processes, and mentor a team that directly impacts how customers use our platform daily.

You will partner with Product and Engineering to surface issues, set KPIs, and drive continuous improvement. Requires 7+ years in support with 3+ in leadership, plus experience with Zendesk/Intercom/Freshdesk.

Qualifications

• 7+ years in customer support or customer experience, with at least 3+ years in a leadership capacity.
• Track record of scaling a support function in a SaaS or tech product company.
• Strong data fluency with KPIs, dashboards, and data-driven decision making.
• Experience with modern support tooling such as Zendesk, Intercom, or Freshdesk.
• Excellent written and verbal communication; ability to de-escalate and explain technical issues clearly.
• Bias toward action and readiness to ship improved processes.
• Experience partnering with Product and Engineering to close the loop between feedback and roadmap.
• Comfort in a fast-moving environment with evolving priorities.

Responsibilities

• Own the overall support strategy and roadmap for Nexus One, from ticket handling to proactive customer success initiatives.
• Build, lead, and grow a high-performing support team, including hiring, coaching, and performance management.
• Define and track key support metrics (CSAT, response time, resolution time, ticket volume trends) and drive continuous improvement.
• Design and implement scalable support processes, tooling, and workflows.
• Partner with Product and Engineering to surface recurring issues and ensure prioritization.
• Own the support budget, staffing plan, and any outsourced/BPO relationships.
• Establish tiered support structures and clear escalation criteria.
• Build self-serve resources to reduce ticket volume.
• Represent the voice of the customer in cross-functional planning.
• Handle high-stakes or executive-level escalations personally when needed.

Skills

Leadership experience

SaaS experience

Data fluency

KPIs & dashboards

Customer empathy

Cross-functional collaboration

Communication skills

Bias toward action

Support tooling (Zendesk/Intercom/Fres

Tools

Zendesk

Intercom

Freshdesk

Job description

About Nexus

You don't have an AI story if you don't have your data story. That's where NexusOne comes in.

We're the converged data platform for the AI era — composable by design, built on an open-source foundation, and AI-native from the ground up. One identity, one governance envelope, one operational layer across every mainframe, data lake, warehouse, and streaming system in the business. For the first time, enterprises can bring their existing stack along instead of rebuilding it — and still give AI agents full context across the estate.

What we stand for is simple: sovereign data, interoperable systems, decoupled intelligence — delivered the way modern software should be. No rip‑and‑replace. No multi‑year transformation. Our CEO Anu Jain puts it well: we turn the "ball of yarn" of data integrations into a unified engine — less like assembling car parts, more like buying the car ready to drive. 85+ open‑source tools pre‑integrated. AI‑native automations that deploy and self‑heal the stack without human toil. Forward‑deployed engineers who build shoulder‑to‑shoulder with customer teams — hands on keyboards, not just on decks.

It's working, and fast. We're tripling revenue year over year, backed by Insight Partners, and running in production in environments most vendors won't touch. Our platform processes credit risk data for 90%+ of US small businesses — 40M+ — every month. Intent signals for 300M+ subscribers monthly for Africa's largest telco. The data and AI layer for a Top 3 US bank.

We're 100+ people across the US and India, headquartered in Atlanta. We think big, move fast, and don't mistake activity for progress. We hire people who'd rather ship the rocket than brief someone on it.

Check out this podcast of Anu talking about our solution here: https://www.youtube.com/watch?v=g8g50sv5GhQ

About the Role

We're looking for a Head of Support to build and lead the team responsible for the customer support experience across Nexus One. This is a hands‑on leadership role: you'll shape support strategy, build scalable processes, and lead a team that directly impacts how customers experience our product every day. You'll work closely with Product, Engineering, and Sales to ensure customer feedback drives real improvements and that support scales cleanly as we grow.

What You'll Do

• Own the overall support strategy and roadmap for Nexus One, from ticket handling to proactive customer success initiatives
• Build, lead, and grow a high-performing support team, including hiring, coaching, and performance management
• Define and track key support metrics (CSAT, response time, resolution time, ticket volume trends) and drive continuous improvement against them
• Design and implement scalable support processes, tooling, and workflows (help desk platforms, macros, knowledge base, escalation paths)
• Partner closely with Product and Engineering to surface recurring customer issues, feature requests, and bugs, and ensure they're prioritized appropriately
• Own the support budget, staffing plan, and any outsourced/BPO relationships if applicable
• Establish tiered support structures (L1/L2/L3) and clear escalation criteria for complex or high‑priority issues
• Build out self‑serve resources — help center content, FAQs, in‑app guidance — to reduce ticket volume where possible
• Represent the voice of the customer in cross‑functional planning and leadership discussions
• Handle high‑stakes or executive‑level customer escalations personally when needed

What We're Looking For

• 7+ years in customer support or customer experience roles, with at least 3+ years in a leadership capacity
• A track record of building or significantly scaling a support function, ideally at a SaaS or tech product company
• Strong data fluency — comfortable setting KPIs, building dashboards, and using metrics to make decisions, not just report on them
• Experience with modern support tooling (e.g., Zendesk, Intercom, Freshdesk, or similar)
• Excellent written and verbal communication skills; you can de‑escalate a frustrated customer and also explain a technical issue clearly to a non‑technical exec
• A genuine bias toward action — you'd rather ship an improved process this week than have a perfect plan next quarter
• Experience partnering cross‑functionally with Product and Engineering teams to close the loop between customer feedback and the roadmap
• Comfort operating in a fast‑moving environment with evolving priorities

Nice to have:

• Experience supporting a technical or platform product (API, infrastructure, or developer‑facing tools)
• Familiarity with support automation, AI‑assisted support tooling, or chatbot deployment
• Prior experience building a support team from the ground up

Why You'll Love Working at Nexus

At Nexus, we value people who want to grow — and support each other while doing so.

You can expect:

• A collaborative team culture built on curiosity and respect
• Challenging work where your contributions clearly matter
• A leadership team that invests in learning and development
• The opportunity to work at the intersection of cloud, data, and AI innovation

Ready to Apply?

If this role sounds like a great fit — or even close to one — we'd love to hear from you. We know that no candidate checks every single box, and we're excited to meet people who bring curiosity, talent, and a desire to build meaningful work together.