Director of Customer Support
About The Position
As the Director of Customer Support, you will be instrumental in expanding Crusoe's growing Customer Support organization and driving the adoption of Crusoe Cloud. This leadership role demands a strategic thinker who can develop and execute comprehensive account playbooks, ensuring quarter-over-quarter growth. This role requires a leader who is technical, comfortable getting hands on with issues, and confident joining customer calls when needed. You will build and manage a high-performing support team, fostering a culture of technical excellence and customer advocacy. You will partner closely with engineering, SRE, product, and operations teams to improve reliability, enhance support workflows, and deliver validated, production ready infrastructure to customers.. We’re looking for someone who has built support organizations at scale, implemented support procedures, and knows how to operate in a fast paced, high growth environment.
Requirements
- 8 – 10+ years in customer support/operations leadership, ideally in cloud, infrastructure, or AI driven environments.
- Proven ability to build and lead high-performing customer support teams.
- Experience building support procedures, global processes, and structured escalation paths.
- Ability to develop and implement customer tier support structures.
- Technical expertise in one orchestration/scheduling technology, Linux, virtualization, and storage skills.
- Familiarity with AI/ML workloads, distributed training frameworks, and inference systems .
- Ability to speak at a technical level and think strategically about account growth.
- Comfortable working with Engineering, Sales, Customer Success, and Product teams.
- Comfortable stepping into high-pressure customer situations and stabilizing escalations.
- Ability to collaborate effectively with engineering and product teams.
- Strong ability to drive initiatives to reduce incidents and improve customer experience.
- Proven experience in building and scaling customer support organizations.
- Strong understanding of enterprise and tiered support models.
- Ability to develop and implement strategic account playbooks.
- Technical proficiency across cloud, Linux, container ecosystems, and/or distributed systems.
- Excellent communication, leadership, and cross-functional influence.
Nice To Haves
- Experience supporting or working with AI/ML infrastructure is a strong plus.
Responsibilities
- Build, lead, and scale Crusoe’s global Customer Support organization.
- Develop and implement comprehensive account playbooks to drive Crusoe Cloud adoption and growth.
- Manage and mentor teams troubleshooting issues across networking, Infiniband, distributed training, containerization, and large scale AI/ML workloads.
- Work closely with engineering, SRE, and product to improve reliability and proactively address customer impacting issues.
- Drive initiatives to reduce escalations, incidents, and outages, leveraging key KPIs and observability data.
- Build and evolve a tiered support structure to support enterprise and AI-native customers at scale.
- Translate support insights into clear recommendations for executive leadership.
Benefits
- Industry competitive pay
- Restricted Stock Units in a fast growing, well-funded technology company
- Health insurance package options that include HDHP and PPO, vision, and dental for you and your dependents
- Employer contributions to HSA accounts
- Paid Parental Leave
- Paid life insurance, short-term and long-term disability
- Teladoc
- 401(k) with a 100% match up to 4% of salary
- Generous paid time off and holiday schedule
- Cell phone reimbursement
- Tuition reimbursement
- Subscription to the Calm app
- MetLife Legal
- Company paid commuter benefit; $300 per month
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
Number of Employees
501-1,000 employees
