Support Programs & Supportability Lead (Remote, Equity)

Horizon3.ai; United States; Remote; USD 140,000 - 210,000; Full time

Benefits offered by this job

Competitive compensation

Equity

Health insurance

Vision/Dental insurance

Flexible vacation

Parental leave

Remote-friendly culture

Job summary

Horizon3.ai is seeking a strategic, hands-on Customer Support Programs and Supportability Lead to partner with Customer Support, Product Management, and Engineering. You will own support programs, optimize operations, and drive AI-driven deflection to reduce costs while improving customer satisfaction.

The role requires 10+ years of enterprise support, strong experience with Salesforce Service Cloud and Jira, and a track record of cross-functional leadership in a remote-friendly culture.

Qualifications

• 10+ years in enterprise support.
• Experience with automation, analytics, and cross-functional leadership.
• Experience with Salesforce Service Cloud and Jira.

Responsibilities

• Own support programs, optimization, automation, and AI-driven deflection initiatives.
• Drive supportability standards, product readiness reviews, and root cause analysis.
• Build analytics frameworks and actionable insights for CSAT, deflection, and operational efficiency.

Tools

Salesforce Service Cloud

Jira

Job description

Horizon3.ai is seeking a strategic, hands-on Customer Support Programs and Supportability Lead to partner with Customer Support, Product Management, and Engineering. You will own support programs, optimize operations, and drive AI-driven deflection to reduce costs while improving customer satisfaction.

The role requires 10+ years of enterprise support, strong experience with Salesforce Service Cloud and Jira, and a track record of cross-functional leadership in a remote-friendly culture.