Senior Lead, Customer Support Programs & Supportability
horizon3ai
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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 Customer Support, Product Management, and Engineering to deliver exceptional customer experiences at scale.
This role leads customer support optimization, metrics, RCA, and cross-functional programs to improve CSAT and deflection, while shaping the product
Qualifications
- 10+ years of enterprise tech customer support experience.
- Proven success owning initiatives for support tools, automation, knowledge management, and analytics at scale.
- Strong experience partnering with Product Management and Engineering on supportability initiatives.
- Deep expertise with Salesforce Service Cloud, Jira; familiarity with Zendesk and BI tools.
Responsibilities
- Own strategic customer support programs and drive optimization.
- Lead the supportability function across product lifecycle.
- Define and enforce supportability standards and best practices.
- Develop analytics and dashboards to measure CSAT, deflection, and efficiency.
Skills
Education
Tools
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 Customer Support, Product Management, and Engineering to deliver exceptional customer experiences at scale.
This role leads customer support optimization, metrics, RCA, and cross-functional programs to improve CSAT and deflection, while shaping the product
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