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Head of Support
Nexus Cognitive TechnologiesData & company
Atlanta, United StatesManager
Insight Partners
Operations & Strategy
About the role
TL;DR
Lead and build the customer support team for Nexus One.
- •We're looking for a Head of Support to build and lead the team responsible for the customer support experience across Nexus One.
- •Key Responsibilities Own the overall support strategy and roadmap for Nexus One, from ticket handling to proactive customer success initiatives Build, lead, and grow a high-performing support team, including hiring, coaching, and performance management Define and track key support metrics (CSAT, response time, resolution time, ticket volume trends) and drive continuous improvement against them Design and implement scalable support processes, tooling, and workflows (help desk platforms, macros, knowledge base, escalation paths) Partner closely with Product and Engineering to surface recurring customer issues, feature requests, and bugs, and ensure they're prioritized appropriately Requirements 7+ years in customer support or customer experience roles, with at least 3+ years in a leadership capacity A track record of building or significantly scaling a support function, ideally at a SaaS or tech product company Strong data fluency
- •comfortable setting KPIs, building dashboards, and using metrics to make decisions, not just report on them Experience with modern support tooling (e.g., Zendesk, Intercom, Freshdesk, or similar) Excellent written and verbal communication skills; you can de-escalate a frustrated customer and also explain a technical issue clearly to a non-technical exec
Required skills
Customer ServiceProject Management
Nice-to-have skills
Technical LeadershipEngineering ManagementCross-functional Leadership
