Strategic Customer Support & Supportability Lead

Openkrill; United States; Hybrid; USD 126,000 - 140,000; Full time

Benefits offered by this job

Health insurance

Equity package

Flexible vacation policy

Parental leave

Hybrid/Remote work

Job summary

Horizon3.ai seeks a strategic, hands-on Customer Support Programs and Supportability Lead to own high-impact support programs and embed supportability across the product lifecycle. You will partner with Support, Product, and Engineering to deliver exceptional customer experiences while reducing support effort and cost at scale.

The role drives strategy for process optimization, automation, and AI-driven deflection, builds runbooks, dashboards, and KPIs, and anchors the end-to-end supportability

Qualifications

• 10+ years of enterprise technology customer support experience.
• Proven success leading support tools, automation, knowledge management, and analytics.
• Strong partnership with Product Management and Engineering on supportability initiatives.
• Expertise with Salesforce Service Cloud; familiarity with Jira, Zendesk, Tableau/Looker/Power BI, SQL, and AI automation.
• Demonstrated improvements in CSAT, deflection, and support efficiency.
• Excellent cross-functional leadership and stakeholder management.

Responsibilities

• Lead strategy and execution of customer support initiatives focusing on process optimization, tools, automation, and service enablement.
• Own end-to-end supportability across product lifecycle, guiding product, engineering, and support teams.
• Define supportability standards, conduct gap analyses, and drive RCA for permanent fixes.
• Develop observability, logs, diagnostics, self-service APIs, and built-in troubleshooting tools.
• Maintain a comprehensive support analytics framework and KPI dashboards.

Skills

Customer support

Operations leadership

Product & Eng collaboration

Salesforce Service Cloud

Jira

Analytics tools

Education

Bachelor's degree in Business, CS or related

Tools

Jira

Zendesk

Tableau

Looker

Power BI

SQL

Job description

Horizon3.ai seeks a strategic, hands-on Customer Support Programs and Supportability Lead to own high-impact support programs and embed supportability across the product lifecycle. You will partner with Support, Product, and Engineering to deliver exceptional customer experiences while reducing support effort and cost at scale.

The role drives strategy for process optimization, automation, and AI-driven deflection, builds runbooks, dashboards, and KPIs, and anchors the end-to-end supportability