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Job Description
📋 Description Own the support function end to end; define metrics and scalable infrastructure. Build for new business; stand up a world-class contact center with routing. Get ahead of problems before they occur; implement monitoring and alerting. Implement AI and automation meaningfully; leverage AI to improve workflows. Be a strategic voice at the leadership table; translate signals into insights. Lead and develop a high-performing team; coach and drive excellence. 🎯 Requirements 10+ years in CX, contact center ops, or product support; 5+ years in senior leadership. Experience building leading support at a hardware-software company. Experience running contact/call center ops with routing, triage, escalation. Track record implementing AI and automation into support workflows. Proven ability to lead transformation and scale a function. Strong strategic instincts; data-driven with stakeholder alignment. 🎁 Benefits Equity & Upside — own a stake in what you’re building. Growth & Recognition — semi-annual reviews and career development. Tools That Move You Forward — AI tooling and company-wide training. Global Team, NYC Growing — teammates around the world with a NYC office expansion. Health, Dental, Vision — comprehensive medical coverage for US-based employees. Time Off & Parental Leave — PTO, sick days, holidays, and parental leave.
