Strategic Customer Support Programs & Supportability Lead

Horizon3.ai

United States

Hybrid

USD 126,000 - 140,000

Full time

7 hours ago

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Benefits offered by this job

Health, vision, dental

Equity options

Hybrid & remote work

Parental leave

Job summary

Horizon3.ai seeks a strategic and hands-on Customer Support Programs & Supportability Lead to own high-impact support initiatives, partner with Product and Engineering, and deliver exceptional customer experiences at scale.

You will drive proactive support, analytics, and operational excellence while shaping the product lifecycle with a focus on reducing support burden and improving CSAT across SaaS, cloud, and enterprise customers in a remote/hybrid environment.

Qualifications

10+ years in enterprise technology customer support and operations.
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, Zendesk, and analytics tools.

Responsibilities

Lead customer support programs and optimize processes.
Own end‑to‑end supportability across the product lifecycle.
Collaborate with Engineering on observability, logging, and self‑service tooling.
Drive RCA, scorecards, and roadmap influence for support.