About the Role
We're looking for a Customer Experience Lead to scale our support operation as we grow our customer base.
You'll own the entire support function, from directly engaging with customer inquiries to designing automated workflows and building internal tools that improve efficiency. Working closely with R&D, you'll tackle complex issues and help shape feature requests. As we scale, you'll build and lead a support team.
What You'll Do
Lead our support function end-to-end, from strategy to execution
Engage with tens of customers and our OSS Community, partner with R&D and Product on technical issues and feature requests
Design and implement scalable support processes, automation, and internal tools (email, ticketing, workflows)
Track support metrics and drive efficiency improvements
Act as the voice of the customer to improve product experience
Recruit and manage a support team as we grow
What We're Looking For
Must Have
Strong technical understanding (Computer Science background preferred)
Management skills and leadership mindset
Collaborative team player across Product, Engineering, and Marketing
Takes ownership and leads things end-to-end
Sharp, curious, detail-oriented, loves diving deep
Can build and improve processes
Big Advantage
Previous experience as Support Lead at a technical product company
Experience with AI products or environments
Track record growing support from simple to complex operations
Built automation, internal tools, or support workflows
Who You Are
Long-term potential and excited about building this function
Wants to manage a team and own the full support system
Thrives in fast-paced environments and loves solving problems
Let’s talk! Send a CV to hiring@elementary-data.com
