Customer Support Programs & Supportability Lead

US, Remotefull timeRemote

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senior

$126k–$140k

H1B: no

horizon3ai Customer Support Programs & Supportability Lead at Horizon3.ai responsible for leading customer support initiatives and embedding supportability into the product lifecycle. Partners with Customer Support, Product Management, and Engineering to optimize support processes and metrics.

Responsibilities

We are seeking a strategic and hands-on Customer Support Programs and Supportability Lead to own high-impact support programs, drive operational excellence, and embed supportability into the product lifecycle. You will partner closely with Customer Support, Product Management, and Engineering teams to deliver exceptional customer support experiences for both internal and external customers while reducing support effort and delivery costs at scale.
This role will be responsible for
Customer Support Programs & Optimization
Lead the strategy and execution of customer support initiatives focused on process optimization, tools, automation, and service enablement.
Identify and implement support optimization opportunities such as:
Proactive and predictive support
Automated diagnostics and resolution workflows
Chatbots, virtual agents, and AI-driven deflection
Runbooks, playbooks, and remote troubleshooting tools
Continuous improvement of support processes and agent productivity
Own support metrics production and business analytics, including defining KPIs, building dashboards, and delivering actionable insights on CSAT/NPS, resolution times, deflection rates, cost per contact, ticket volume trends, and operational efficiency.
Supportability Leadership

Benefits

Dental
Vision
Equity/RSU
Parental Leave
Flexible Work

Company

horizon3ai

View company page

Source: ashby

Active within the past hour

Remote-friendly

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Must-Have Skills for This Role

Customer SupportProduct ManagementEngineeringKPIsDashboardsCSAT

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Customer Support Programs & Supportability Lead at horizon3ai · LumiJobs