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salesforce jira ai zendesk freshdesk📋 Description
- Define and execute the vision and strategy for a scalable Technical Support org.
- Drive transformation with AI-enabled and automated support capabilities.
- Partner with Product, Engineering, CS, Services, and Sales to influence roadmap.
- Own and improve support KPIs: SLA adherence, first response, CSAT/NPS.
- Design and optimize workforce planning and scalable processes.
- Build, lead, and scale a high-performing Technical Support org across regions.
🎯 Requirements
- 10+ years in Technical Support leadership in SaaS/PaaS.
- Proven experience scaling modern SaaS support teams.
- Strong ops/analytics skills with SLAs, metrics, data-driven improvements.
- Proven AI, automation, and self-service to improve resolutions.
- Experience leading support transformation: processes, models, tooling.
- Cross-functional collaboration with Product, Engineering, Services and CS.
🎁 Benefits
- Industry competitive compensation and equity plan.
- Comprehensive medical, dental, and vision insurance.
- Paid parental leave and fertility/adoption benefits.
- In-office workspace (San Francisco).
- Flexible time off, sick days, and 13 paid holidays.
- Monthly wellness stipend and LinkedIn Learning access.
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