Job Description
The Head of Customer Support Technology is responsible for transforming Customer Support into an AI-first, automation-led, insight-driven organization. This leader will design and execute a technology strategy where AI is not an add-on, but the foundation of how support operates — from customer self-service and intelligent routing to real-time agent augmentation and predictive service operations. The role sits in the IT organization, and will define how emerging AI capabilities fundamentally reshape customer experience, agent productivity, and cost structure. We are looking to speak to candidates who are based in San Francisco, CA or Palo Alto, CA for our hybrid working model. Work location - US (Palo Alto / San Francisco) Key Responsibilities Partner with the Technical Support organization, Customer Success and Professional Services organization to understand the business objectives and chart out a technology strategy and roadmap to address their needs. AI-First Strategy & Transformation Define and own a multi-year AI roadmap for post sales. The capabilities should ideally include Suggested responses Knowledge article generation Case summarization Sentiment detection Next-best-action recommendations Reimagine support workflows assuming AI agents and copilots are default participants Lead transition from reactive case management to predictive, proactive service Establish governance for responsible and secure AI deployment Autonomous & Conversational AI Architect scalable conversational AI platforms for chat, voice, and digital channels Lead implementation of AI solutions using modern AI native platforms Develop frameworks to measure AI containment rates, hallucination risk, escalation patterns, and customer trust Contin
