Measured · 13 hours ago
Head of Customer Support & Technical Operations
United States
Full-time
Remote
Director/Executive
10+ years expMeasured is seeking a Head of Customer Support & Technical Operations to build and scale a world-class customer support organization for our enterprise customers. This leader will own the end-to-end post-sales technical support experience and oversee the technical onboarding and operational systems required to deliver fast, accurate, and trusted support at scale.
AnalyticsSaaS
Hiring Manager
Nicole Webb
Responsibilities
Design, build, and scale a modern customer support function, including: Support tiers and specialization models (L1/L2/L3)
Escalation frameworks and incident ownership
Support operating rhythms and quality standards
Establish support as a trusted, high-credibility function for enterprise customers
Own all steady state support for customer facing GA products, including day-to-day issues and critical escalations
Ensure support responses balance speed, accuracy, and clarity, especially in high-stakes situations
Define and track support KPIs including CSAT, response time, resolution time, and repeat issue rates
Build robust internal knowledge bases, playbooks, and response standards
Ensure support teams are trained to clearly explain: Platform behavior and outputs, Common data and integration issues, Incident impact and resolution paths
Establish QA processes for support interactions to ensure consistency and correctness
Drive self-service where appropriate without degrading customer trust
Own technical onboarding and integrations to ensure customers start with clean, reliable setups
Define onboarding success criteria, exit gates, and clean handoffs into support
Reduce onboarding variability and early-life escalations through standardization and tooling
Ensure onboarding quality directly reduces downstream support burden
Own post-sales technical reliability, including monitoring, escalation coordination, and root-cause remediation
Act as the customer-facing owner during technical incidents, ensuring transparent communication and trust recovery
Partner with Engineering to eliminate recurring issues and operational debt
Own internal tooling and backend workflows that support onboarding and support execution
Identify and eliminate unnecessary manual work across onboarding and support
Drive automation and tooling investments that reduce support load without sacrificing quality
Track and improve operational leverage metrics (automation %, human hours per account)
Ensure support and onboarding scale sustainably as customer volume and complexity grow
Serve as the primary voice of post-sales customer reality to Product and Engineering
Surface recurring issues, confusion patterns, and reliability risks with clear evidence
Partner with Product and Engineering to influence priorities that improve supportability
Ensure support readiness for new launches, features, and platform changes
Hire, develop, and retain high-performing support and technical operations leaders
Build clear career paths and expectations across support, onboarding, and technical specialists
Foster a culture of empathy, accountability, calm execution, and continuous improvement
Ensure stakeholders across the company trust this organization to deliver customer-critical outcomes
Qualification
Required
10+ years in customer support or support-adjacent leadership roles within B2B SaaS, data, or analytics platforms
5+ years building and scaling customer support organizations for enterprise customers
Experience supporting technically complex products (APIs, data pipelines, analytics platforms)
Proven ability to design support systems, not just manage queues
Strong judgment in incident management and customer communication
Ability to partner deeply with Engineering and Product without owning the roadmap
Hands-on technical fluency is a plus, but people, systems, and judgment come first
Company
Measured
Measured is the pioneer and leader of incrementality-based media measurement and optimization.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$21MKey Investors
Telescope Partners
2022-05-04Series Unknown· $21M
Leadership Team
Trevor Testwuide
CEO, Co-Founder
Michael Finnell
Senior Vice President, Marketing
Recent News
Destination CRM
2025-10-04
Company data provided by crunchbase