About the RoleWe're looking for a Head of Support to build and lead the team responsible for the customer support experience across Nexus One. This is a hands-on leadership role: you'll shape support strategy, build scalable processes, and lead a team that directly impacts how customers experience our product every day. You'll work closely with Product, Engineering, and Sales to ensure customer feedback drives real improvements and that support scales cleanly as we grow.
What You'll Do- Own the overall support strategy and roadmap for Nexus One, from ticket handling to proactive customer success initiatives
- Build, lead, and grow a high-performing support team, including hiring, coaching, and performance management
- Define and track key support metrics (CSAT, response time, resolution time, ticket volume trends) and drive continuous improvement against them
- Design and implement scalable support processes, tooling, and workflows (help desk platforms, macros, knowledge base, escalation paths)
- Partner closely with Product and Engineering to surface recurring customer issues, feature requests, and bugs, and ensure they're prioritized appropriately
- Own the support budget, staffing plan, and any outsourced/BPO relationships if applicable
- Establish tiered support structures (L1/L2/L3) and clear escalation criteria for complex or high-priority issues
- Build out self-serve resources - help center content, FAQs, in-app guidance - to reduce ticket volume where possible
- Represent the voice of the customer in cross-functional planning and leadership discussions
- Handle high-stakes or executive-level customer escalations personally when needed
What We're Looking For- 7+ years in customer support or customer experience roles, with at least 3+ years in a leadership capacity
- A track record of building or significantly scaling a support function, ideally at a SaaS or tech product company
- Strong data fluency - comfortable setting KPIs, building dashboards, and using metrics to make decisions, not just report on them
- Experience with modern support tooling (e.g., Zendesk, Intercom, Freshdesk, or similar)
- Excellent written and verbal communication skills; you can de-escalate a frustrated customer and also explain a technical issue clearly to a non-technical exec
- A genuine bias toward action - you'd rather ship an improved process this week than have a perfect plan next quarter
- Experience partnering cross-functionally with Product and Engineering teams to close the loop between customer feedback and the roadmap
- Comfort operating in a fast-moving environment with evolving priorities
Nice to have:- Experience supporting a technical or platform product (API, infrastructure, or developer-facing tools)
- Familiarity with support automation, AI-assisted support tooling, or chatbot deployment
- Prior experience building a support team from the ground up
