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 ResponsibilitiesPartner 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
- Continuously tune models based on real customer interaction data
Intelligent Case Lifecycle & Automation- Implement predictive case routing based on complexity and skill
- Automate repetitive workflows and approvals
- Use machine learning to detect systemic product issues and trigger escalation automatically
- Drive closed-loop feedback into Product and Engineering
Data, Insights & Predictive Analytics- Establish unified support data architecture
- Build real-time dashboards with actionable insights
- Develop predictive models for:
- Volume forecasting
- Churn risk
- SLA breach risk
- Escalation likelihood
- Transform support data into a strategic asset
Platform & Architecture Ownership- Own the support technology stack end-to-end
- Ensure integration with Sales, Customer Success, Billing, and Product systems
- Standardize APIs and data models to support AI training and analytics
- Ensure high availability, security, and compliance
Change Leadership- Lead cultural transition to AI-augmented support
- Upskill agents and managers in AI collaboration
- Build trust through transparent AI governance and explainability
- Partner with HR and Enablement to redefine roles and career paths in an AI-native organization
Qualifications- Track Record: 10+ years experience with proven success in leading AI adoption and implementation at scale in companies of comparable size and complexity
- Product Management experience - Experience working in IT as a product manager including but not limited to user interviews, discovery, scoping, product vision and roadmap definition, product execution and delivery against the roadmap and measurement of product adoption and definition and tracking of other success metrics
- Technical Depth: Strong knowledge of post sales and customer success platforms, enterprise data platforms, RAG solutions, intelligent workflow automation, and enterprise integration
- Strategic Leadership: Demonstrated ability to set vision, build consensus, and drive measurable business value through AI
- Communication: Excellent stakeholder management, communication, and change leadership skills
- Education: Bachelor's degree required (comp science preferred); Master's or MBA preferred
MongoDB's base salary range for this role in the U.S. is:
$168,000-$330,000 USD
