Head of Customer Support

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.

1. 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.
2. 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.
3. Lead automation of support processes, monitoring and resolution: Design the future Support team using Cresta tools to put automation at the forefront.
4. 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.
5. 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.
6. 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.
7. 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.
8. Cross-Functional Process Design: Act as a strategic partner to Customer Success Managers, Implementation, Product, and Engineering teams. Collaborate to build and refine shared processes across the customer journey. Lead cross-team enablement, define handoffs, and optimize troubleshooting flows and automation to scale support operations and deliver seamless, high-quality experiences.
9. Customer Advocacy: Serve as the voice of the customer internally. Proactively escalate critical issues and represent customer pain points to drive product improvements. Partner with Product and Engineering to ensure field feedback informs roadmap priorities and long-term customer success.

What We're Looking For

• Proven experience leading and scaling 24x7 global support teams in a fast-paced, SaaS or AI-driven environment.

• Strong operational leader with a track record of building SLAs, workflows, and playbooks aligned to business goals.

• Self-starter with grit and an entrepreneurial mindset; thrives in ambiguity and drives continuous improvement.

• Deep understanding of support analytics (CSAT, FRT, TTR, escalation rate) and the ability to translate data into action.

• Passion for automation and efficiency; experience implementing automated support workflows and tooling.

• Strong incident and escalation management skills, including live coordination, communication, and RCA delivery.

• Skilled at hiring, developing, and coaching high-performing support and technical teams.

• Cross-functional collaborator who builds strong partnerships across Product, Engineering, and Customer Success.

• Customer-first mindset with a passion for advocacy, feedback loops, and driving long-term product improvements.

• Excellent communicator with the ability to distill complex support insights into executive-level recommendations.

Perks & Benefits:

• We offer Cresta employees a variety of medical, dental, and vision plans, designed to fit you and your family’s needs
• Paid parental leave to support you and your family
• Monthly Health & Wellness allowance
• Work from home office stipend to help you succeed in a remote environment
• Lunch reimbursement for in-office employees
• PTO: Flexible

Compensation at Cresta

Cresta’s approach to compensation is simple: recognize impact, reward excellence, and invest in our people. We offer competitive, location-based pay that reflects the market and what each individual brings to the table.

The posted base salary range represents what we expect to pay for this role in a given location. Final offers are shaped by factors like experience, skills, education, and geography. In addition to base pay, total compensation includes equity and a comprehensive benefits package for you and your family.

Salary Range: $150,000–$200,000 + Offers Equity

We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Cresta recruiting email communications will always come from the @cresta.ai domain. Any outreach claiming to be from Cresta via other sources should be ignored. If you are uncertain whether you have been contacted by an official Cresta employee, reach out to [email protected]