Head of Support

Lambda

82d

About The Position

Lambda is seeking a strategic and execution-focused Head of Support to lead our global customer support organization. This role is responsible for delivering a world-class support experience across both core support and Superintelligent (SI) support while building the systems, processes, and teams needed to scale with Lambda’s growth in hyperscale AI infrastructure. The Head of Support is responsible for scaling Core and SuperIntelligence Support and ensuring Lambda’s customer support organization grows to meet the needs of the world’s largest AI workloads. This role’s primary focus is scaling SuperIntelligence Support, alongside ensuring contract feasibility, effective incident management, and strong operational performance in a dynamic, fast-paced environment.

Requirements

• 12+ years of experience Leading technical support, service delivery, or operations teams, with at least 3 years in a senior leadership role.
• Proven ability to scale support organizations in high-growth, infrastructure, or SaaS environments.
• Strong understanding of GPU/AI infrastructure, data centers, and managed services (Kubernetes, Slurm, HPC).
• Demonstrated expertise in incident management, escalation handling, and SLA governance.
• Experience reviewing customer contracts and working cross-functionally to ensure support feasibility.
• Executive presence with ability to prepare and deliver business reviews and reporting for both customer and internal audiences.
• Skilled at balancing multiple complex projects in a fast-paced, dynamic environment.
• Excellent written and verbal communication, with the ability to influence executives, customers, and technical teams.

Nice To Haves

• Experience scaling support organizations during hyperscale customer growth.
• Background in designing global 24/7 coverage models and building new business units.
• Ability to shape contract structures, SLAs, and commercial terms to balance customer needs with operational realities.
• Familiarity with white-labeled support partnerships and third-party support delivery.
• Strong executive presence in C-level engagement during escalations and reviews.
• Track record of driving cross-functional alignment across Support, Engineering, Data Center Ops, and Sales at a strategic level.

Responsibilities

• Lead and scale a multi-tier global support organization, spanning Core and SuperIntelligence Support teams.
• Drive the scaling of SuperIntelligence Support, ensuring processes, tools, and staffing are ready to meet hyperscale customer demands.
• Oversee contract feasibility reviews for new customer deals, ensuring promises made to customers are realistic, executable, and fully supported.
• Own critical incident and escalation management, ensuring clear ownership, structured communication, and timely resolution.
• Establish and track key metrics (SLA adherence, MTTR, CSAT, NPS, time-to-next-action, and cross-divisional performance), and present findings to executives and customers.
• Prepare and deliver Monthly Operations Review (MOR) materials, ensuring leadership has visibility into performance, reliability, and problems.
• Build and maintain documentation, playbooks, and reporting frameworks that create consistency, transparency, and scalability.
• Partner with Sales, Engineering, Data Center Operations, and Product to ensure support delivery is aligned with both business strategy and customer success.
• Develop and implement a support enablement strategy, expanding scope, offloading work from engineering, and improving first-contact resolution.
• Mentor and grow support leaders and ICs, defining career paths and creating succession plans.
• Balance multiple high-impact projects in a fast-moving environment with shifting priorities, maintaining focus on customer trust and operational excellence.

Benefits

• Health, dental, and vision coverage for you and your dependents.
• Wellness and Commuter stipends for select roles.
• 401k Plan with 2% company match (USA employees).
• Flexible Paid Time Off Plan that we all actually use.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior