Head of Support

Nexus Cognitive Technologies•Atlanta, GA

About The Position

We're looking for a Head of Support to build and lead the team responsible for the customer support experience across Nexus One. This is a hands-on leadership role: you'll shape support strategy, build scalable processes, and lead a team that directly impacts how customers experience our product every day. You'll work closely with Product, Engineering, and Sales to ensure customer feedback drives real improvements and that support scales cleanly as we grow.

Requirements

7+ years in customer support or customer experience roles, with at least 3+ years in a leadership capacity
A track record of building or significantly scaling a support function, ideally at a SaaS or tech product company
Strong data fluency — comfortable setting KPIs, building dashboards, and using metrics to make decisions, not just report on them
Experience with modern support tooling (e.g., Zendesk, Intercom, Freshdesk, or similar)
Excellent written and verbal communication skills; you can de-escalate a frustrated customer and also explain a technical issue clearly to a non-technical exec
A genuine bias toward action — you'd rather ship an improved process this week than have a perfect plan next quarter
Experience partnering cross-functionally with Product and Engineering teams to close the loop between customer feedback and the roadmap
Comfort operating in a fast-moving environment with evolving priorities

Nice To Haves

Experience supporting a technical or platform product (API, infrastructure, or developer-facing tools)
Familiarity with support automation, AI-assisted support tooling, or chatbot deployment
Prior experience building a support team from the ground up

Responsibilities

Own the overall support strategy and roadmap for Nexus One, from ticket handling to proactive customer success initiatives
Build, lead, and grow a high-performing support team, including hiring, coaching, and performance management
Define and track key support metrics (CSAT, response time, resolution time, ticket volume trends) and drive continuous improvement against them
Design and implement scalable support processes, tooling, and workflows (help desk platforms, macros, knowledge base, escalation paths)
Partner closely with Product and Engineering to surface recurring customer issues, feature requests, and bugs, and ensure they're prioritized appropriately
Own the support budget, staffing plan, and any outsourced/BPO relationships if applicable
Establish tiered support structures (L1/L2/L3) and clear escalation criteria for complex or high-priority issues
Build out self-serve resources — help center content, FAQs, in-app guidance — to reduce ticket volume where possible
Represent the voice of the customer in cross-functional planning and leadership discussions
Handle high-stakes or executive-level customer escalations personally when needed