CA0238 - Product Support Head (Products/Platforms)

Job Overview

Product Support Head

customer success, technical support, and product reliability functions

strategic leadership role

SaaS support models, AI-driven platforms, and enterprise customer experience

L1–L3

Experience

• 7-12 years of experience in Product Support, Customer Success, or Technical Operations in SaaS or Enterprise Technology domains.
• Proven track record in building and leading support teams for AI, Cloud, products.
• Deep understanding of SaaS infrastructure, observability, and cloud-native environments (AWS/Azure/GCP).
• Experience managing enterprise SLAs and supporting mission-critical deployments.
• Excellent leadership, crisis management, and cross-functional collaboration skills.
• Strong analytical mindset and familiarity with support tools (Zendesk, Freshdesk, Jira, ServiceNow, etc.).
• Exposure to AI-assisted support, chatbots, or predictive support systems is a plus.
• Experience in customer lifecycle management, retention, and value realization strategies preferred.
  

Roles & Responsibilities

• Lead the Product Support & Customer Success function across all Cloudangles products.
• Establish and manage multi-tier support processes (L1, L2, L3) ensuring rapid issue resolution.
• Design and enforce SLAs, escalation matrices, and root cause analysis (RCA) processes.
• Build a 24x7 support framework for enterprise clients across geographies.
• Partner with product and engineering teams to identify recurring issues, product gaps, and improvement opportunities.
• Implement AI-driven support automation and self-service knowledge bases.
• Define and track support KPIs – response time, resolution rate, CSAT, NPS, MTTR, and churn metrics.
• Mentor, hire, and grow a high-performing support and customer success team.
• Collaborate with Sales, Product, and Engineering to ensure alignment across customer lifecycles.
• Represent customer voice internally to drive roadmap and reliability decisions.
  

Customer Success–focused Responsibilities

• Drive customer onboarding, adoption, and value realization to ensure successful deployment and ROI.
• Develop customer success playbooks and QBR frameworks to strengthen relationships, engagement, and retention.
• Act as a strategic advisor to customers, identifying expansion, upsell, and renewal opportunities to maximize lifetime value.