Kustomer

Professional Services Director of Technical AI Delivery

United States

Not SpecifiedCompensation
Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
Information Technology & Services, Software Development, Customer ServiceIndustries

Position Overview

  • Location Type: Remote
  • Job Type: Full-Time
  • Salary: [Not Specified]

Kustomer is the leading conversational CRM platform, dedicated to perfecting customer experiences. Our platform utilizes intelligent tools like AI and Automation, no-code configuration, and a connected data platform to unify data from various sources into a single timeline. This empowers businesses to operate efficiently and deliver personalized customer service across all channels, making every interaction meaningful and memorable. Kustomer serves prominent brands such as Abercrombie, Nuts.com, Skims, Turo, Priceline, and Sweetgreen.

Founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, Kustomer has secured over $200M in funding from leading venture capital firms. Meta announced its intention to acquire Kustomer in 2020 and completed the transaction in 2022, integrating Kustomer into Meta’s Business Messaging Group to enhance business-customer communication via modern messaging channels. In 2023, Kustomer spun out from Meta as an independent company, supported by its original partners: Battery, Redpoint, and Boldstart Ventures, who invested $60M to ensure Kustomer's sustained growth and success.

Our team, the "Krew," comprises passionate and collaborative individuals committed to improving the customer service experience. We seek dedicated individuals eager to learn and embrace daily challenges. Kustomer maintains a strong presence in NYC and is a remote-friendly company, with team members located across the US and the UK. We value togetherness to foster strong relationships, collaboration, and communication, reflected in our annual events like KKO and Kamp Kustomer.

About the Role: As the Director of Technical AI Delivery, you will spearhead the design, development, and scaling of our technical services function, focusing on delivering our AI-powered products: AI for Agents (AIA) and AI for Customers (AIC). This is a critical leadership position that integrates Engineering, Product, and Customer Success to ensure high-quality technical outcomes in post-sale delivery. This role is ideal for a former developer or technical delivery leader who excels in ambiguous environments, enjoys building scalable technical functions, and is passionate about empowering customers with cutting-edge AI solutions.

Responsibilities

  • Build and scale a new technical delivery function focused on AI/ML-powered solutions across global customer segments.
  • Design and implement service delivery methodologies, SDLC tooling, and frameworks for scalable, high-quality technical execution.
  • Hire, coach, and lead a team of Architects, Developers, and Analysts across multiple geographies.
  • Drive repeatable delivery models and partner closely with Product & Engineering to refine roadmaps and improve serviceability.
  • Act as a strategic feedback loop into Product and Engineering for roadmap alignment and customer-informed innovation.
  • Serve as executive sponsor for complex AI implementations, ensuring stakeholder alignment and successful outcomes.
  • Collaborate with Sales, Customer Success, and Solutions teams to shape pre-sales scoping, offering design, and field enablement.
  • Analyze delivery KPIs to drive capacity planning, team design, and operational improvements.
  • Champion customer-centric design and delivery for technical engagements in a fast-paced, high-growth SaaS environment.

Qualifications

  • 10–15 years in Technical Delivery, Professional Services Engineering, or Development roles at SaaS companies.
  • Former developer or architect with strong fluency in modern SDLC, technical architecture, and AI/ML solution design.
  • Proven experience building and scaling customer-facing technical teams and frameworks.
  • Skilled at translating technical concepts into business value and driving customer adoption of AI solutions.

Skills

AI
Automation
Customer Relationship Management (CRM)
Technical AI Delivery
No-code configuration
Data platform integration
Customer experience optimization

Kustomer

Customer service platform for businesses

About Kustomer

Kustomer provides a customer service platform that helps businesses improve their customer interactions across various channels such as phone, email, chat, text, social media, and messaging. The platform allows for fast and personalized service by giving agents complete visibility into customer information, enabling seamless conversations. Kustomer incorporates intelligent automation and offers no-code customization, allowing businesses to quickly adapt to changes and maintain high service levels. Unlike many competitors, Kustomer focuses on serving growing brands that want to build strong customer relationships to enhance business outcomes. The company's goal is to improve customer satisfaction and operational efficiency through its subscription-based SaaS offerings.

New York City, New YorkHeadquarters
2015Year Founded
$227.1MTotal Funding
GROWTH_EQUITY_VCCompany Stage
Data & Analytics, Enterprise SoftwareIndustries
201-500Employees

Benefits

Holistic wellness, including physical and mental health services
Paid leave for new parents
Support for family planning, including adoption and surrogacy assistance, and baby cash to help with newborn expenses
Flexible spending account for dependent care so you can pay care expenses for a child or parent with pre-tax money
Personalized assistance navigating all of the information, resources, and programs available to support your family care needs
Competitive retirement plan
Life insurance and survivor support
Equity awards
Complimentary access to TurboTax
On-site or video tax consultations to answer your questions
Legal support through Hyatt Legal for you and/or your parents if you need it
Join a Life@ Club—or create your own. A unique program that supports you in building meaningful connections at Facebook
Join a Facebook Resource Group and be a catalyst for ensuring a fully inclusive and open environment that provides opportunities for everyone to contribute to Facebook’s success
Generous paid time off
A 30-day paid break every five years
Leave programs so that you can take the time you need to care for yourself or your family when you need it

Risks

Integration challenges with WhatsApp could disrupt services if not managed well.
AI tools may face regulatory scrutiny in regions with strict AI regulations.
Reliance on AI could lead to dissatisfaction if complex queries aren't handled effectively.

Differentiation

Kustomer offers a unified timeline view for seamless omnichannel customer service.
The platform provides no-code customization, allowing quick adaptation to business changes.
Kustomer integrates AI tools like KIQ Customer Assist to enhance service efficiency by 45%.

Upsides

Integration with WhatsApp expands Kustomer's reach to over 2 billion users.
Recent $60M funding boosts Kustomer's resources for product and market expansion.
CRM Powered Proactive Messaging improves customer engagement and satisfaction.

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