Remote Supportability & Customer Programs Lead

Horizon3; United States; Hybrid; USD 154,000 - 180,000; Full time

Benefits offered by this job

Inclusive Team

Growth Opportunities

Innovative Culture

Hybrid & Remote Work

Competitive Compensation

Job summary

Horizon3.ai 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 Support, Product Management, and Engineering to deliver exceptional customer experiences at scale.

The role emphasizes end-to-end supportability, KPI dashboards, and continuous improvement of tools, workflows, and self-service options across SaaS and cloud

Qualifications

• 10+ years of enterprise tech customer support experience, with delivery, operations, or supportability focus.
• Proven track record owning initiatives for tools, automation, knowledge management, and analytics at scale.
• Strong partnership with Product Management and Engineering on support initiatives.
• Experience with Salesforce Service Cloud; familiarity with Jira, Zendesk, Tableau/Looker/Power BI, and modern automation/AI tools.

Responsibilities

• Lead strategy and execution of customer support initiatives focused on process optimization, tools, automation, and service enablement.
• Own support metrics production and analytics dashboards to drive CSAT/NPS and cost per contact improvements.
• Define and enforce supportability standards across product design, development, and launch.
• Collaborate with Engineering on observability, logging, diagnostics, and self-service APIs.
• Drive RCA processes and advocate permanent product fixes.

Skills

Customer support leadership

Salesforce Service Cloud

Jira

Zendesk

Analytics tools

SQL

Cross-functional leadership

Stakeholder management

Communication

Problem solving

Education

Bachelor’s degree in Business/CS/Engineering

ITIL/HDI/PMP certifications (preferred)

Tools

Salesforce Service Cloud

Jira

Zendesk

Tableau

Looker

Power BI

SQL

Job description

Horizon3.ai 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 Support, Product Management, and Engineering to deliver exceptional customer experiences at scale.

The role emphasizes end-to-end supportability, KPI dashboards, and continuous improvement of tools, workflows, and self-service options across SaaS and cloud