What You'll DoWe are seeking a strategic and hands-on Customer Support Programs and Supportability Lead to own high-impact support programs, drive operational excellence, and embed supportability into the product lifecycle. You will partner closely with Customer Support, Product Management, and Engineering teams to deliver exceptional customer support experiences for both internal and external customers while reducing support effort and delivery costs at scale.
This role will be responsible for
Customer Support Programs & Optimization- Lead the strategy and execution of customer support initiatives focused on process optimization, tools, automation, and service enablement.
- Identify and implement support optimization opportunities such as:
- Proactive and predictive support
- Automated diagnostics and resolution workflows
- Chatbots, virtual agents, and AI-driven deflection
- Runbooks, playbooks, and remote troubleshooting tools
- Continuous improvement of support processes and agent productivity
- Own support metrics production and business analytics, including defining KPIs, building dashboards, and delivering actionable insights on CSAT/NPS, resolution times, deflection rates, cost per contact, ticket volume trends, and operational efficiency.
Supportability Leadership- Own the end-to-end supportability function as the primary bridge between Support, Product Management, and Engineering.
- Typical duties of the Supportability Lead include:
- Define and enforce supportability standards, requirements, and best practices for new and existing products.
- Conduct supportability reviews and gap analyses during product design, development, and launch phases.
- Collaborate with Engineering on observability, logging, monitoring, error handling, diagnostics, and self-service APIs.
- Ensure products include built-in troubleshooting tools, configuration management, and upgrade/migration support.
- Drive root cause analysis (RCA) processes and advocate for permanent product fixes.
- Maintain a supportability scorecard to measure and improve product readiness for support.
- Influence the product roadmap to prioritize features that reduce support load and improve customer experience.
Metrics, Analytics & Strategic Leadership- Establish and maintain comprehensive support analytics frameworks and reporting.
- Translate data into strategic recommendations for leadership and cross-functional partners.
- Lead cross-functional programs that improve support efficiency and customer outcomes.
- Contribute to budgeting, planning, and technology roadmap decisions for the support organization.
What You'll Bring- 10+ years of experience in enterprise technology customer support (SaaS, cloud, infrastructure, or complex B2B software), with significant time in customer support delivery, operations, support programs, or supportability roles
- Proven success owning initiatives for support tools, automation, knowledge management, and analytics at scale
- Strong experience partnering with Product Management and Engineering on supportability initiatives
- Deep expertise with Salesforce Service Cloud. Expertise with Jira. Familiarity with Zendesk, analytics tools (Tableau, Looker, Power BI, SQL), and modern automation/AI technologies
- Demonstrated ability to deliver measurable improvements in CSAT, deflection rates, and support efficiency
- Excellent cross-functional leadership, communication, and stakeholder management skills
- Bachelor's degree in Business, Computer Science, Engineering, or related field (advanced degree or certifications such as ITIL, HDI, or PMP preferred)
Compensation and ValuesAt Horizon3, we believe that our people are our greatest asset, and our compensation philosophy reflects this core value. We are committed to fostering an environment where all employees feel valued, respected, and rewarded for their contributions. Our compensation structure is designed to be fair, competitive, and transparent, ensuring that every team member is recognized and compensated equitably across roles, levels, and locations.
In accordance with various State's transparency regulations, we provide the following salary range information for this position:
- Base salary range: $154,000 -1 80,000 annually. The exact salary will be determined based on the selected candidate's location, qualifications, experience, and relevant skills.
- Additional compensation: All full-time roles are eligible for an equity package in the form of stock options.
Perks of Horizon3.ai- Inclusive Team: We value diversity and promote an inclusive culture where everyone can thrive.
- Growth Opportunities: Be part of a dynamic and growing team with numerous career development opportunities.
- Innovative Culture: Work in a collaborative environment that encourages creativity and out-of-the-box thinking.
- Hybrid & Remote Work: We embrace a mix of remote and hybrid work models depending on role and location, including our Chicago office, where some roles require regular in-office presence.
- Competitive Compensation: We offer competitive salary, equity and benefits. Our benefits include health, vision & dental insurance for you and your family, a flexible vacation policy, and generous parental leave.
Other DutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change at any time with or without notice.
Application NoteIn any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
