Job Description: Head of Support

Employment Type: [Not Specified] Location Type: [Not Specified] Salary: [Not Specified]

Company Overview

Cresta is on a mission to turn every customer conversation into a competitive advantage by unlocking the true potential of the contact center. Our platform combines the best of AI and human intelligence to help contact centers discover customer insights and behavioral best practices, automate conversations and inefficient processes, and empower every team member to work smarter and faster.

Born from the prestigious Stanford AI lab, Cresta's co-founder and chairman is Sebastian Thrun, the genius behind Google X, Waymo, Udacity, and more. Our leadership also includes CEO, Ping Wu, the co-founder of Google Contact Center AI and Vertex AI platform, and co-founder, Tim Shi, an early member of Open AI.

We’ve assembled a world-class team of AI and ML experts, go-to-market leaders, and top-tier investors including Andreessen Horowitz, Greylock Partners, Sequoia, and former AT&T CEO John Donovan. Our valued customers include brands like Intuit, Cox Communications, Hilton, and Carmax and we’ve been recognized by Forbes and Bain Consulting as one of the top private AI companies in the world.

Join us on this thrilling journey to revolutionize the workforce with AI. The future of work is here, and it's at Cresta.

About the Role

As the Head of Support at Cresta, you are a people-first, strategy-driven leader responsible for building and scaling a global 24x7 support function. You oversee operations for high-impact and ensure seamless customer experiences, and empower your team with the tools, training, and processes they need to thrive. You balance technical insight, analytical thinking, and cross-functional influence to drive customer satisfaction, operational efficiency, and business alignment.

Key Responsibilities

• Support Strategy & Execution:
  • Design and execute a scalable support strategy aligned with company OKRs.
  • Build SLAs, workflows, and playbooks to operationalize excellence.
  • Drive the creation of a premium support model for enterprise customers, offering differentiated response times, white-glove onboarding, and dedicated technical support alignment.
• Daily Triage & Backlog Management:
  • Take ownership of daily queue triage—monitoring ticket flow, prioritizing escalations, and ensuring timely assignment across the team.
  • Work closely with team members to maintain a healthy backlog, provide guidance on complex tickets, and coach through resolution strategies to drive efficiency and knowledge-sharing.
• Lead Automation of Support Processes:
  • Design the future Support team using Cresta tools to put automation at the forefront.
  • Monitor and drive resolution for automated processes.
• Incident Response & Escalation Management:
  • Own the lifecycle of customer-wide incidents.
  • Lead real-time cross-functional coordination, ensuring transparent internal/external communication, timely updates, and delivery of customer-facing RCAs to build trust and demonstrate accountability.
• Global 24x7 Support Operations:
  • Manage a distributed support team delivering continuous global coverage.
  • Maintain SLA adherence and seamless handoffs through strategic scheduling and tooling.
  • Build scalable workflows that support operational continuity and real-time responsiveness, regardless of region or time zone.
• Talent Development & Team Growth:
  • Hire, onboard, and coach support specialists and technical team members.
  • Build structured training, upskilling paths, and feedback loops to grow deep product expertise, strong ownership, and a high-performance, customer-first culture.
• Metrics, Trends & Executive Reporting:
  • Define, track, and analyze core KPIs (e.g., CSAT, FRT, TTR, escalation rate).
  • Use data to uncover trends, flag risks, and drive continuous improvement.
  • Translate operational insights into executive-level briefings and recommendations that shape product, staffing, and tooling priorities.
• Cross-Functional Process Design:
  • Act as a strategic partner to Customer Success Managers, Implementation, Product, and Engineering teams.
  • Collaborate to improve customer experience and operational efficiency.

Application Instructions

[Not Specified]