154K–180K USD / year
Staff Customer Support Programs & Supportability Lead
Customer successRemote — US
Published on 2026-10-05
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About this role
The Staff Customer Support Programs & Supportability Lead will drive the strategy and execution of customer support initiatives, ensuring exceptional experiences while optimizing processes and reducing costs. This role involves partnering with various teams to improve product supportability and enhance customer outcomes.
About the company
Horizon3.ai is a technology company specializing in cybersecurity solutions, focusing on automated penetration testing and threat detection for enterprises. They provide a range of services aimed at enhancing security posture and risk management for organizations across various sectors.
The team
Customer Support, Tech Support
What you'll do
- Lead customer support initiatives focused on process optimization and service enablement.
- Implement automated diagnostics and resolution workflows.
- Own support metrics production and business analytics.
- Conduct supportability reviews during product design.
What we're looking for
- 10+ years in enterprise technology customer support.
- Experience in support tools and analytics.
- Deep expertise with Salesforce Service Cloud.
- Strong leadership and communication skills.
Nice to have
- Familiarity with Jira and Zendesk.
- Experience with analytics tools like Tableau or Looker.
- Certifications such as ITIL or PMP.
Benefits
- Equity package in the form of stock options.
- Flexible vacation policy.
- Generous parental leave.
- Health, vision & dental insurance.