Enterprise Support Lead

TL;DR

Enterprise Support Lead: Optimizing enterprise support framework for specific verticals with an accent on efficient case management, SLA adherence, and continuous process improvements. Focus on leveraging data and analytics to identify trends, refine processes, and make recommendations for automation and AI-driven support solutions.

Location: Remote - United States. We are not considering candidates residing in the following states: Alaska (AK), Delaware (DE), Iowa (IA), Mississippi (MS), Nebraska (NE), South Dakota (SD), Vermont (VT), West Virginia (WV), and Wisconsin (WI)

Salary: $100,300 - $118,000 (Region 1), $89,250 - $105,000 (Region 2), $81,600 - $96,000 (Region 3)

Company

Oura empowers every person to own their inner potential through their Oura Ring and its connected app, providing insights into readiness, activity, and sleep quality.

What you will do

• Optimize enterprise support framework for specific verticals, ensuring efficient case management and SLA adherence.
• Build strong relationships with external partners, acting as an escalation point for complex issues.
• Develop and lead enterprise support programs to ensure high-touch, differentiated experiences for enterprise customers and partners.
• Work with engineering and product teams to advocate for client needs and drive improvements in enterprise support tools, systems, and workflows.
• Leverage data and analytics to identify trends, refine processes, and make recommendations for automation and AI-driven support solutions.
• Serve as a strategic partner to sales and customer success teams, ensuring support efforts contribute to customer retention and expansion.

Requirements

• 5+ years of professional experience in enterprise customer support, program management, business operations, or other related field
• Proven track record of managing large-scale support programs or initiatives
• Strong background in managing enterprise accounts, customer retention, and high-touch support programs
• Excellent stakeholder management communication and data analysis skills
• Ability to balance strategic thinking with hands-on execution in a fast paced environment
• Excellent cross-cultural communication and interpersonal skills, enabling effective collaboration with diverse stakeholders.

Culture & Benefits

• Competitive salary and equity packages
• Health, dental, vision insurance, and mental health resources
• An Oura Ring of your own plus employee discounts for friends & family
• 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off
• Paid sick leave and parental leave