Head of Customer Support

United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Artificial Intelligence, Customer Service, Contact Center TechnologyIndustries

Requirements

The Head of Support will be a people-first, strategy-driven leader responsible for building and scaling a global 24x7 support function, overseeing operations for high-impact customers and ensuring seamless customer experiences. This role requires balancing technical insight, analytical thinking, and cross-functional influence to drive customer satisfaction, operational efficiency, and business alignment.

Responsibilities

As the Head of Support, you will design and execute a scalable support strategy aligned with company OKRs, build SLAs, workflows, and playbooks to operationalize excellence, and drive the creation of a premium support model for enterprise customers. You will take ownership of daily queue triage, prioritize escalations, and ensure timely assignment across the team, while also managing a distributed support team delivering continuous global coverage and maintaining SLA adherence. Additionally, you will lead automation of support processes, own the lifecycle of customer-wide incidents, and collaborate with Customer Success Managers, Implementation, Product, and Engineering teams to design cross-functional processes and provide executive-level reporting on key performance indicators.

Skills

Customer Support Management

Support Strategy

Operational Excellence

Team Leadership

Cross-functional Collaboration

Process Optimization

Customer Experience

Cresta

AI-powered coaching for sales teams

About Cresta

Cresta focuses on enhancing business outcomes through AI-powered coaching and assistance, particularly for sales teams. Its main product, Cresta for Sales, analyzes all sales conversations to identify performance gaps and provide real-time coaching, helping businesses improve their sales efficiency. This service is available on a subscription basis and is suitable for companies of all sizes across various industries. Cresta also offers a chatbot service that automates repetitive conversations, allowing sales agents to concentrate on more complex tasks. The patented Real-Time Intelligence Engine continuously learns from interactions to highlight effective behaviors, giving businesses a competitive edge. Clients have reported notable improvements, including faster response times and increased sales conversions.

Palo Alto, CaliforniaHeadquarters

2017Year Founded

$268.5MTotal Funding

SERIES_DCompany Stage

Consumer Software, Enterprise Software, AI & Machine LearningIndustries

201-500Employees

Risks

Competition from AI giants like Google and Microsoft threatens Cresta's market share.

Rapid AI advancements may render Cresta's offerings outdated without continuous innovation.

Expansion into Romania and India may face operational challenges and increased costs.

Differentiation

Cresta's Real-Time Intelligence Engine offers unique AI-driven insights for sales improvement.

The company provides AI-powered coaching, enhancing sales team performance with real-time feedback.

Cresta's chatbot service reduces repetitive tasks, allowing agents to focus on complex issues.

Upsides

Cresta's $125M Series D funding boosts product development and market expansion.

Recognition in Forbes AI 50 list enhances Cresta's credibility and market presence.

Human-in-the-loop AI capabilities improve customer service interactions and satisfaction.

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