Head of Customer Support (AI Marketplace Platform)

A fast-growing, profitable AI platform that powers online marketplaces for tens of millions of shoppers is hiring a Head of Customer Support to scale a high-quality, customer-first support team.

Scope

• Lead a support team of about 20 and scale it to more than double over the next year
• Hire and develop team leads and managers to build a strong leadership layer
• Protect a friendly, world-class service culture as volume grows
• Roll out and improve AI and automated support channels to deliver faster, better service
• Own service levels, response times and customer satisfaction

About you

• 4+ years in customer support or operations, including time as a manager or head of support
• Experience scaling a support organization through rapid growth, ideally from 10-20 to around 50 people
• A background in consumer, direct-to-consumer or e-commerce support
• Experience hiring or promoting team leads and managers
• Hands-on rollout of AI support tools such as Intercom Fin, Zendesk AI or Ada is a plus

Remote. Candidates must be authorized to work without sponsorship.