Head of Customer Support & Technical Operations

Measured•Austin, TX

1d•Remote

About The Position

Measured is seeking a Head of Customer Support & Technical Operations to build and scale a world-class customer support organization for our enterprise customers. This leader will own the end-to-end post-sales technical support experience, while also overseeing the technical onboarding and operational systems required to deliver fast, accurate, and trusted support at scale. This is a support-first leadership role. Success is defined by customers who consistently express confidence, clarity, and trust in Measured’s platform and data even when issues arise. To achieve this, the role owns not only frontline support, but also the technical operations, onboarding quality, tooling, and reliability that determine whether support can operate with excellence. The ideal candidate has built class-A support functions in complex SaaS or data platforms and understands that great support is a combination of people, process, systems, and prevention — not heroics.

Requirements

10+ years in customer support or support-adjacent leadership roles within B2B SaaS, data, or analytics platforms
5+ years building and scaling customer support organizations for enterprise customers
Experience supporting technically complex products (APIs, data pipelines, analytics platforms)
Proven ability to design support systems, not just manage queues
Strong judgment in incident management and customer communication
Ability to partner deeply with Engineering and Product without owning the roadmap

Nice To Haves

Hands-on technical fluency is a plus, but people, systems, and judgment come first

Responsibilities

Customer Support Leadership & Excellence (Primary Mandate): Design, build, and scale a modern customer support function, including: Support tiers and specialization models (L1/L2/L3) Escalation frameworks and incident ownership Support operating rhythms and quality standards Establish support as a trusted, high-credibility function for enterprise customers. Own all steady state support for customer facing GA products, including day-to-day issues and critical escalations. Ensure support responses balance speed, accuracy, and clarity, especially in high-stakes situations. Define and track support KPIs including CSAT, response time, resolution time, and repeat issue rates.
Support Enablement & Knowledge Systems: Build robust internal knowledge bases, playbooks, and response standards. Ensure support teams are trained to clearly explain: Platform behavior and outputs Common data and integration issues Incident impact and resolution paths Establish QA processes for support interactions to ensure consistency and correctness. Drive self-service where appropriate without degrading customer trust.
Technical Onboarding & Early Lifecycle Quality: Own technical onboarding and integrations to ensure customers start with clean, reliable setups. Define onboarding success criteria, exit gates, and clean handoffs into support. Reduce onboarding variability and early-life escalations through standardization and tooling. Ensure onboarding quality directly reduces downstream support burden.
Technical Operations & Reliability (Support-Enabling): Own post-sales technical reliability, including monitoring, escalation coordination, and root-cause remediation. Act as the customer-facing owner during technical incidents, ensuring transparent communication and trust recovery. Partner with Engineering to eliminate recurring issues and operational debt. Own internal tooling and backend workflows that support onboarding and support execution.
Automation, Scale & Prevention: Identify and eliminate unnecessary manual work across onboarding and support. Drive automation and tooling investments that reduce support load without sacrificing quality. Track and improve operational leverage metrics (automation %, human hours per account). Ensure support and onboarding scale sustainably as customer volume and complexity grow.
Cross-Functional Signal & Alignment: Serve as the primary voice of post-sales customer reality to Product and Engineering. Surface recurring issues, confusion patterns, and reliability risks with clear evidence. Partner with Product and Engineering to influence priorities that improve supportability. Ensure support readiness for new launches, features, and platform changes.
Team Leadership & Culture: Hire, develop, and retain high-performing support and technical operations leaders. Build clear career paths and expectations across support, onboarding, and technical specialists. Foster a culture of empathy, accountability, calm execution, and continuous improvement. Ensure stakeholders across the company trust this organization to deliver customer-critical outcomes.