Head of Customer Support (Global)

Genspark•Palo Alto, CA

About The Position

This is a rare opportunity to join as a founding leader and build something transformative from the ground up. As Head of Support, you won’t just be answering tickets—you’ll be architecting the future of customer support system, leveraging Genspark’s advanced AI capabilities to reimagine what’s possible. Your work will directly influence product development and set new industry standards for how support should be done.

Requirements

5-10 years of hands-on support experience in technology/software companies
Proven leadership in building and scaling support teams from the ground up
Large-scale impact: Direct experience supporting millions (preferably tens of millions) of users
Track record of excellence: Demonstrable success in maintaining high customer satisfaction scores (CSAT, NPS) at scale
Systems thinking: Experience designing and implementing support operations, tools, and processes
Global perspective: Experience managing distributed teams across multiple time zones and cultures
Ambitious & Motivated: You’re driven by the opportunity to build something unprecedented and set new industry standards
Humble: You lead by example, roll up your sleeves, and value every team member’s contribution
Exceptional Communicator: You can translate complex technical issues into clear solutions and rally teams around a shared vision
Passionate: You genuinely care about customer experience and see support as a strategic function, not a cost center
Data-Driven: You make decisions based on metrics and continuously optimize for better outcomes
Innovative: You’re excited about leveraging AI and new technologies to reimagine what support can be