Customer Support Programs Lead

Seeking a strategic and hands-on Customer Support Programs Lead, the full-time remote position will manage high-impact support initiatives, drive operational excellence, and enhance product supportability while collaborating with Customer Support, Product Management, and Engineering teams. Key responsibilities Lead the strategy and execution of customer support initiatives focused on process optimization, tools, automation, and service enablement Own the end-to-end supportability function, defining supportability standards and conducting reviews during product development Establish comprehensive support analytics frameworks, translating data into strategic recommendations for leadership and cross-functional partners Required qualifications 10+ years of experience in enterprise technology customer support, particularly in SaaS, cloud, or complex B2B software Proven success in managing support tools, automation, knowledge management, and analytics at scale Strong experience collaborating with Product Management and Engineering on supportability initiatives Deep expertise with Salesforce Service Cloud and familiarity with analytics tools such as Tableau or Power BI Bachelor's degree in Business, Computer Science, Engineering, or related field; advanced degree or relevant certifications preferred