Head of Support
About The Position
Why Mintlify? We're on a mission to empower builders. Massive reach: Our docs platform serves 100 million+ developers every year and powers documentation for 18,000+ companies, including Anthropic, Cursor, PayPal, Coinbase, X, and over 20% of the last YC batch. Small team, huge impact: We’re only 35 people today, backed by $22 million in funding, each new hire shapes the company’s trajectory. Culture of slope over y-intercept: We value learning velocity, grit, and unapologetically unique personalities. We grew in value faster than headcount and we’re looking to align the two quickly. What you’ll work on here Turning Mintlify support into a genuine differentiator that accelerates our customers’ success, drives word of mouth, and signals operational excellence as a part of brand identity Leading the existing team and build out a global customer support function with 24/7 coverage and sub-minute response times Using differentiated quality of support as a way to drive referrals and expansion Ensuring quality of support remains incredibly high even as volume expands, reducing engineering bandwidth spent on escalations
Requirements
- 4-10 years experience in customer success, 2+ of which are in technical customer support roles, ideally as Head of Support
- Have a technical mindset: can understand API issues, speak like a developer, and debug problems without engineering help
- Previously built out and scaled 24/7 support systems with sub-minute SLAs at a company with a high bar for customer support
- Experience managing distributed teams or contractor networks
- Obsessive about customer outcomes, speed and quality, systems thinker; uncompromisingly high standards
Responsibilities
- Turning Mintlify support into a genuine differentiator that accelerates our customers’ success, drives word of mouth, and signals operational excellence as a part of brand identity
- Leading the existing team and build out a global customer support function with 24/7 coverage and sub-minute response times
- Using differentiated quality of support as a way to drive referrals and expansion
- Ensuring quality of support remains incredibly high even as volume expands, reducing engineering bandwidth spent on escalations
Benefits
- Competitive compensation and equity
- Free Ubers
- 20 days paid time off every year
- Health, dental, vision
- 401k or RRSP
- Free lunch and dinners
- $420/mo. wellness stipend
- Annual team offsite
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
11-50 employees
