RoleTread is building a Customer Ops team that can own the full technical customer relationship - from complex support issues to high-stakes escalations - without pulling Product and Engineering into every hard problem. As our first senior technical hire in this function, you9ll work directly in the queue, step into accounts when technical complexity or risk demands it, and build the AI-powered systems and standards the team runs on. Critically, you9ll be the bridge between what customers are experiencing and what Product and Engineering actually need to hear - keeping the noise out and making sure what reaches them is clear, prioritized, and worth their time.
We win by protecting Product9s time and delivering real outcomes for our customers. That requires someone who can do both the hands-on work and the systems thinking - not one or the other. If you thrive on hard technical problems, care deeply about quality, and want to build something that compounds, this role is for you.
Your Impact- Own the Hard Problems: Work the support queue on the most complex and escalated issues, and turn every hard case into reusable knowledge for the team
- Be the Technical Resource on Accounts: Step into high-ARR or at-risk accounts when they need complex technical support or de-escalation - partner with CSMs to stabilize relationships and solve what the frontline can9t
- Raise the Escalation Bar: Define and enforce triage standards for what reaches Product and Engineering - and send incomplete escalations back with guidance until the standard sticks
- Be the Bridge to Product & Engineering: Build a trusted, high-signal relationship with Product and Engineering - acting as the filter that keeps noise out, and ensuring what reaches them is scoped, prioritized, and grounded in real customer impact
- Turn Noise into Signal: Convert messy customer feedback into structured, ARR-weighted product input that Product can actually act on
- Enable the Team: Build the playbooks, decision trees, and documentation that help CS and Support work more independently - and coach them to get there
- Build with AI: Deploy AI-assisted triage, bot flows, and automation to deflect repeat volume, accelerate resolution, and make the team more capable at scale
What Success Looks LikeFirst 90 Days- Fully embedded in the support queue and handling escalations independently
- Escalation triage standards defined and being held by the team
- First AI workflow or automation shipped
First Two Quarters- Measurable reduction in escalations reaching Product and Engineering
- Playbooks and decision trees built and in active use by the CS and Support teams
- High-ARR accounts stabilized where you9ve been involved
What You9ll Bring- 4-7 years in technical support, technical customer success, or solutions engineering at a B2B SaaS company
- Direct hands-on experience in a support queue - this is not a purely strategic role
- Experience navigating technically complex or at-risk customer situations, including escalations and de-escalation
- Experience building a productive working relationship with a Product or Engineering team - you understand what makes their time worth protecting
- Hands-on experience building escalation processes and coaching others to hold the standard
- Functional comfort with APIs, webhooks, JSON/CSV, and basic SQL - enough to investigate issues without Engineering
- Experience using AI tools to improve support workflows, automate repetitive work, and drive team output
- Sharp judgment: knows the difference between a bug, a workflow issue, a training gap, and a product gap
- Comfortable working with data and supporting complex customer-facing reporting, analytics, and reconciliation requests
- Experience supporting technically complex customer implementations, onboarding, integrations, and go-live activities
- Able to translate technical concepts and data into clear recommendations for both customers and internal stakeholders
- Spanish-speaking is a plus given our customer base
Why Tread- Build the function from the ground up - the playbooks, the standards, and the team
- Work closely with Product and Engineering leadership to define what great customer operations looks like
- Massive, underserved market with real customer pain and measurable ROI
- High ownership and direct influence on how we scale
- Clear path from player-coach to leading the team you helped build
Compensation:$120,000-$150,000 base salary, plus equity. Compensation will be determined based on experience, skill set, and alignment with the role.
