Remote Customer Support Programs & Supportability Lead
Horizon3
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Benefits offered by this job
Job summary
Horizon3 is seeking a strategic and hands-on Customer Support Programs and Supportability Lead to own high-impact support programs, drive operational excellence, and embed supportability into the product lifecycle. You will partner with Customer Support, Product Management, and Engineering to deliver exceptional customer experiences while reducing support effort and costs at scale.
This senior role requires 10+ years in enterprise technology customer support, proven leadership in tooling,
Qualifications
- 10+ years in enterprise technology customer support roles.
- Experience delivering support programs and analytics at scale.
- Strong collaboration with Product Management and Engineering on supportability initiatives.
- Deep expertise with Salesforce Service Cloud; Jira experience expected.
Responsibilities
- Lead strategy and execution of customer support initiatives focused on process optimization, tools, automation, and service enablement.
- Own the end-to-end supportability function bridging Support, Product, and Engineering.
- Establish analytics frameworks and reporting; translate data into strategic recommendations.
Skills
Education
Tools
Job description
Horizon3 is seeking a strategic and hands-on Customer Support Programs and Supportability Lead to own high-impact support programs, drive operational excellence, and embed supportability into the product lifecycle. You will partner with Customer Support, Product Management, and Engineering to deliver exceptional customer experiences while reducing support effort and costs at scale.
This senior role requires 10+ years in enterprise technology customer support, proven leadership in tooling,
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