Head of Professional Services – Customer Support

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Rockstar

WebsiteLinkedInAll Job Openings

1 - 10 employees

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

Rockstar is a full-service recruitment company that leverages a blend of human expertise and artificial intelligence to help businesses hire better and faster at a lower cost. They offer a comprehensive recruitment service for less than $1,500 per role by providing access to a large talent database, fast and efficient candidate reviews, and human screening. Their proprietary AI enables the review of thousands of applications to quickly match candidates to job descriptions, while custom screening calls are conducted by recruiters in the US, UK, or Australia. Rockstar supports hiring across a wide range of professional roles, including sales, marketing, strategy, product, business operations, analytics, data science, software development, infrastructure, finance, and accounting. This flexible approach allows companies to meet strong candidates without long-term commitments, making it a cost-effective solution for teams of all sizes.

📋 Description

• Leads, coaches, and develops a team of 6 across support and professional services – running 1:1s, team meetings, and performance management. • Drives the ongoing restructuring of the team for efficiency, including redefining roles, workflows, and day-to-day responsibilities. Supports team members through these transitions with clear communication and hands-on guidance. • Builds systems for workload management, prioritization, and accountability that scale as the team evolves. • Creates clarity from ambiguity: translates competing stakeholder needs into well-defined priorities and execution plans the team can act on. • Brings hands-on proficiency with SQL and relational databases (PostgreSQL preferred) to support, troubleshoot, and mentor the team on complex data issues. • Understands how database-driven workflows underpin the company's support operations – from data imports and migrations to query-based investigations and bulk updates. • Serves as a technical escalation point for Tier 3 issues involving database integrity, schema inconsistencies, API integrations, and GIS data workflows. • Bridges the gap between the support team and Engineering by providing detailed technical context on bugs and systemic issues originating in the data layer. • This is not a nice-to-have. The company expects this person to fundamentally rethink how the team operates using AI and automation. • Identifies and implements AI-driven solutions across the support function – automated customer responses, AI-assisted triage, knowledge base generation, proactive outreach, and self-service tools. • Evaluates and deploys AI tools (e.g., Zendesk AI, ChatGPT/Claude integrations, custom workflows) to reduce manual effort and accelerate resolution times. • Builds toward a future-state vision where AI handles a significant share of routine support volume, freeing the team for higher-value work. • Stays current on AI capabilities relevant to support operations and continuously pushes the team to adopt smarter ways of working. • Manages competing priorities across internal teams (Customer Success, Services, Sales) and external stakeholders (customers, reseller partners) with diplomacy and decisiveness. • Owns the support and PS backlog: triages, prioritizes, and communicates status clearly to all stakeholders. • Brings a service-minded attitude paired with the confidence to set boundaries, push back when needed, and communicate trade-offs effectively. • Represents the voice of the customer in cross-functional discussions while balancing operational reality. • Owns and improves support processes including ticketing workflows, SLAs, escalation paths, and documentation. • Optimizes the current multi-system environment (Zendesk + HubSpot) – Zendesk expertise is strongly preferred. • Tracks and reports on key metrics (resolution times, CSAT, backlog health, team utilization) to drive data-informed decisions. • Identifies inefficiencies and leads rapid-cycle improvements that make the team measurably more productive. • Ensures timely, high-quality, empathetic customer support across all channels. • Collaborates with Product, Engineering, Customer Success, and GIS Consulting to resolve complex issues and improve the end-to-end customer journey. • Supports customer onboarding, training, and data workflows as needed, including GIS data preparation and review.

🎯 Requirements

• 5+ years in technical support, solutions engineering, professional services, or application support. • 2+ years managing or leading a team, with demonstrated experience coaching through organizational change. • Proficient in SQL with hands-on experience working with relational databases (PostgreSQL, MySQL, or similar). Comfortable writing queries, diagnosing data issues, and mentoring others on database fundamentals. • Strong AI literacy – actively uses AI tools in their work today and has a point of view on how AI transforms support operations. Experience implementing AI-driven workflows is a significant plus. • Experience with Zendesk (strongly preferred) and familiarity with multi-system support environments (e.g., HubSpot, Jira). • Excellent stakeholder management skills – able to navigate competing priorities, create clarity from ambiguity, and communicate trade-offs with both internal teams and external partners. • Strong organizational and prioritization skills with a bias toward action and rapid iteration. • Clear, confident communicator (English) who can translate technical complexity for non-technical audiences and deliver difficult messages with empathy and professionalism. • Comfort working with GIS data formats and tools (Shapefiles, GeoJSON, QGIS) or strong willingness to learn.