User Ops 3 Full-time 3 San Francisco; New York
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About the roleWe're hiring a Director of Digital Support to own how Cursor customers get help without waiting on a human when digital is the right answer. You'll lead our AI digital support strategy and run our help center and forum end to end - from content and community to AI agents, search, and the systems that make self-serve actually work for developers. This role reports directly to the Head of User Operations.
This is a high-ownership leadership role at the intersection of product, content, and operations. You'll define the digital support experience for millions of users, partner closely with our human support organization on handoffs and quality, and work with Product, Engineering, and Docs to turn customer pain into better product and better answers. If you want to build an AI-native digital support function at one of the fastest-moving developer tools companies in the world, this role is for you.
What you'll do- Own Cursor's AI digital support strategy - where agents live, what they can do, how they escalate, and how we improve them over time.
- Run the help center: information architecture, content quality, findability, and the workflows that keep help accurate as the product ships fast.
- Own the forum as a scaled support and community surface - moderation strategy, health, tooling, and how forum signal flows back into product and support.
- Design customer journeys across education and resolution, balancing self-serve, AI-assisted, and human support with clear intent.
- Build and lead a focused team across content, digital experience, community, and AI support operations as scope grows.
- Define the metrics and operating rhythm for digital support - adoption, resolution, quality, customer effort, and community health.
- Partner with Technical Support and User Ops leadership on escalation paths, voice of customer, and shared quality standards.
- Work with Product and Engineering on in-product help, instrumentation, and fixes that reduce friction at the source.
- Run disciplined experiments on AI support - cohort rollouts, evals, guardrails, and continuous improvement from real customer conversations.
- Turn support signal into action: knowledge gaps, recurring issues, and product feedback that reaches the right teams quickly.
You may be a fit if- You've built or led digital support, self-service, knowledge, or community functions at a SaaS or developer tools company.
- You've shipped or scaled customer-facing AI support in production - not just pilots - and you care deeply about trust, accuracy, and measurement.
- You've owned a help center or knowledge base at meaningful scale and know what good looks like for a technical audience.
- You're a strong operator: you set strategy, define KPIs, and stay close enough to the work to know what's actually breaking.
- You write and think clearly about technical topics, and you communicate well with engineers, support engineers, and executives.
- You partner well across functions and don't treat digital support as a ticket-deflection exercise.
- Big plus: you're already a Cursor user (or power user of modern AI coding tools) with strong opinions about what great support looks like.
- Self-starter with curiosity, creativity, and a bias for action.
