Director, Customer Support (Enterprise AI)

Location: Redwood City, California, United States

Salary: $180,000–$230,000 USD annually

Company

Enterprise AI software company delivering an AI platform, industry-specific SaaS applications, and generative AI products.

What you will do

• Lead the global customer support organization for enterprise AI products.
• Define customer support processes, requirements, and best practices for new products.
• Measure support performance and implement improvements when targets are not met.
• Coordinate product upgrades, monitoring, diagnostics, bug fixes, and minor customer-specific enhancements.
• Lead cross-functional resolution of urgent issues affecting customer success.
• Recruit, retain, and develop talent while collaborating with Product, Engineering, and Services leaders.

Requirements

• Bachelor's degree in science, technology, engineering, mathematics, or an equivalent field.
• At least 6 years of leadership experience in customer support for enterprise applications, SaaS, or PaaS products.
• Experience defining and implementing customer support best practices and writing detailed product support requirements.
• Ability to develop and communicate a support strategy and roadmap.
• Strong business acumen, quantitative and analytical problem-solving skills, and cross-functional coordination abilities.
• Must be authorized to work in the United States without current or future company sponsorship.

Nice to have

• Graduate degree.
• Entrepreneurial drive and experience achieving stretch goals in a fast-paced environment.

Culture & Benefits

• Competitive compensation package.
• Excellent employee benefits.
• Generous equity plan.
• Equal opportunity and affirmative action workplace.