Head of Customer Support Operations (@ Sensi.AI)

Join as the Head of Customer Support Operations. In this senior management role, you will be responsible for strengthening and scaling the support organization. You will own the operating system behind support, including reporting, Voice of Customer programs, escalation design, and support processes. You will work closely with various teams to identify trends, resolve root causes, and prevent recurring issues. This is not a day-to-day ticket management role, but rather a strategic position focused on building scalable processes and improving the customer experience. - Ownership of the operating system behind Support, including reporting, Voice of Customer programs, escalation design, and operational projects. - Building executive reporting and dashboards that provide leadership with clear visibility into support health, SLA performance, CSAT, trends, risks, and customer impact. - Driving operational and cross-functional projects from diagnosis through execution, including scope, owners, timelines, rollout plans, adoption tracking, and measurable outcomes. - Executive communicator: You can simplify complex issues, lead high-stakes customer escalations, and communicate clearly with internal leaders and customer stakeholders - Analytical operator: You use data to identify patterns, separate symptoms from root causes, prioritize action, and communicate insights clearly to leadership - AI and tools mindset: You are excited about the future of support, including AI, automation, knowledge management, self-service, and proactive customer operations - Systems thinker: You see process gaps, tooling opportunities, and recurring issues as chances to build scalable systems, not just one-off fixes - Cross-functional leader: You can partner effectively with Product, R&D, Customer Success, - Operations and project management discipline: You can translate complex priorities into clear plans, owners, timelines, milestones, rollout plans, and measurable outcomes - Customer support operations leadership: You have experience scaling support processes, reporting, operating rhythms, and customer-facing systems in a fast-moving B2B environment - Implementation, Operations, and Leadership to solve customer issues and prevent repeat friction - Startup adaptability: You thrive in fast-moving environments, operate with ownership, and know how to balance urgency, customer experience, and operational discipline - Voice of Customer builder: You know how to turn support interactions, escalations, and feedback into structured insights that drive product, process, customer education, and operational improvements - Builder mindset: You are energized by improving and scaling a strong foundation, bringing structure, clarity, and accountability while staying practical and hands-on where needed