Staff Customer Support Programs & Supportability Lead

🕒 4 days ago

🇺🇸 United States – Remote

💵 $154k - $180k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 20%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Horizon3.ai

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2019

🔒 Cybersecurity

🤖 Artificial Intelligence

☁️ SaaS

Cybersecurity • Artificial Intelligence • SaaS

Horizon3. ai is a cybersecurity company that specializes in autonomous penetration testing through its platform, NodeZero. The company's mission is to proactively identify and address attack vectors before they can be exploited, allowing organizations to continuously assess their security posture across various environments including cloud, IoT, and on-premises systems. Founded by veterans from the US Special Operations and National Security sectors, Horizon3. ai offers a self-service SaaS solution that provides organizations with insights into their security vulnerabilities without requiring persistent or credentialed agents.

📋 Description

• Lead the strategy and execution of customer support initiatives focused on process optimization, tools, automation, and service enablement • Identify and implement proactive and predictive support, automated diagnostics and resolution workflows, chatbots, virtual agents, AI-driven deflection, runbooks, playbooks, and remote troubleshooting tools • Drive continuous improvement of support processes and agent productivity • Own support metrics production and business analytics, including KPI definition, dashboard development, and insights on CSAT/NPS, resolution times, deflection rates, cost per contact, ticket trends, and operational efficiency • Own the end-to-end supportability function as the bridge between Customer Support, Product Management, and Engineering • Define and enforce supportability standards, requirements, and best practices • Conduct supportability reviews and gap analyses during product design, development, and launch • Collaborate with Engineering on observability, logging, monitoring, error handling, diagnostics, and self-service APIs • Ensure products include troubleshooting tools, configuration management, and upgrade/migration support • Drive root cause analysis and advocate for permanent product fixes • Maintain a supportability scorecard to measure product readiness for support • Influence the product roadmap to reduce support load and improve customer experience • Establish support analytics frameworks and reporting • Translate data into strategic recommendations for leadership and cross-functional partners • Lead cross-functional programs that improve support efficiency and customer outcomes • Contribute to budgeting, planning, and technology roadmap decisions for the support organization

🎯 Requirements

• 10+ years of experience in enterprise technology customer support (SaaS, cloud, infrastructure, or complex B2B software) • Significant experience in customer support delivery, operations, support programs, or supportability roles • Proven success owning support tools, automation, knowledge management, and analytics initiatives at scale • Strong experience partnering with Product Management and Engineering on supportability initiatives • Deep expertise with Salesforce Service Cloud • Expertise with Jira • Familiarity with Zendesk, Tableau, Looker, Power BI, SQL, and modern automation/AI technologies • Demonstrated ability to improve CSAT, deflection rates, and support efficiency • Excellent cross-functional leadership, communication, and stakeholder management skills • Bachelor’s degree in Business, Computer Science, Engineering, or related field • Advanced degree or certifications such as ITIL, HDI, or PMP preferred • Legally authorized to work in the United States

🏖️ Benefits

• Equity package in the form of stock options for all full-time roles • Health, vision, and dental insurance for you and your family • Flexible vacation policy • Generous parental leave • Career development opportunities • Inclusive and collaborative culture • Remote and hybrid work models depending on role and location