Staff Customer Support Programs & Supportability Lead

Horizon3.ai

. Lead the strategy and execution of customer support initiatives focused on process optimization, tools, automation, and service enablement .

Posted 10/5/2026full-timeRemote • United StatesSenior💰 $154,000 - $180,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading customer support initiatives focused on process optimization, automation, and analytics. Proven ability to collaborate with cross-functional teams to enhance supportability and improve customer experience through data-driven strategies.

Highest-signal resume keywords

Customer Support StrategySalesforce Service CloudSupport Tools AutomationCross-Functional LeadershipSupport Analytics Frameworks

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process OptimizationAutomated DiagnosticsKPI DefinitionRoot Cause AnalysisSupport Metrics Production

Soft Skills

Stakeholder ManagementCommunicationLeadership

Tools & Technologies

Salesforce Service CloudJiraZendeskTableauPower BISQL

Certifications & Qualifications

ITILHDIPMP

Industry Keywords

SaaSCloudB2B SoftwareSupportabilityCustomer Experience

Tech Stack

Tools & technologies

CloudPMPSQLTableau

About the role

Key responsibilities & impact

Lead the strategy and execution of customer support initiatives focused on process optimization, tools, automation, and service enablement
Identify and implement proactive and predictive support, automated diagnostics and resolution workflows, chatbots, virtual agents, AI-driven deflection, runbooks, playbooks, and remote troubleshooting tools
Drive continuous improvement of support processes and agent productivity
Own support metrics production and business analytics, including KPI definition, dashboard development, and insights on CSAT/NPS, resolution times, deflection rates, cost per contact, ticket trends, and operational efficiency
Own the end-to-end supportability function as the bridge between Customer Support, Product Management, and Engineering
Define and enforce supportability standards, requirements, and best practices
Conduct supportability reviews and gap analyses during product design, development, and launch
Collaborate with Engineering on observability, logging, monitoring, error handling, diagnostics, and self-service APIs
Ensure products include troubleshooting tools, configuration management, and upgrade/migration support
Drive root cause analysis and advocate for permanent product fixes
Maintain a supportability scorecard to measure product readiness for support
Influence the product roadmap to reduce support load and improve customer experience
Establish support analytics frameworks and reporting
Translate data into strategic recommendations for leadership and cross-functional partners
Lead cross-functional programs that improve support efficiency and customer outcomes
Contribute to budgeting, planning, and technology roadmap decisions for the support organization

Requirements

What you’ll need

10+ years of experience in enterprise technology customer support (SaaS, cloud, infrastructure, or complex B2B software)
Significant experience in customer support delivery, operations, support programs, or supportability roles
Proven success owning support tools, automation, knowledge management, and analytics initiatives at scale
Strong experience partnering with Product Management and Engineering on supportability initiatives
Deep expertise with Salesforce Service Cloud
Expertise with Jira
Familiarity with Zendesk, Tableau, Looker, Power BI, SQL, and modern automation/AI technologies
Demonstrated ability to improve CSAT, deflection rates, and support efficiency
Excellent cross-functional leadership, communication, and stakeholder management skills
Bachelor’s degree in Business, Computer Science, Engineering, or related field
Advanced degree or certifications such as ITIL, HDI, or PMP preferred
Legally authorized to work in the United States

Benefits

Comp & perks

Equity package in the form of stock options for all full-time roles
Health, vision, and dental insurance for you and your family
Flexible vacation policy
Generous parental leave
Career development opportunities
Inclusive and collaborative culture
Remote and hybrid work models depending on role and location