Genspark · 11 hours ago
Head of Customer Support (Global)
United States
Full-time
Remote
Lead/Staff, Director/Executive
$150K/yr - $200K/yr
5+ years expGenspark is building the future of AI with their Agent Engine platform, and they are seeking a Head of Customer Support to architect a transformative customer support system. This role involves designing a comprehensive support system, leading a global support team, and leveraging AI to redefine support methodologies while driving product-level impact.
Computer Software
Responsibilities
Design and implement a comprehensive ticket lifecycle management system that ensures every customer request is tracked, prioritized, and resolved with excellence
Establish quality standards and satisfaction metrics that drive continuous improvement
Build scalable processes that maintain high-touch service as we grow exponentially
Create proactive monitoring and alerting systems to identify and resolve issues before customers experience them
Recruit, develop, and lead a distributed team covering our global customer base across the US, Japan, Korea, India, France, and Brazil
Design coverage strategies that provide 24/7 support across all time zones and languages
Create training programs that empower team members to deliver exceptional service while maintaining cultural sensitivity
Foster a collaborative, high-performance culture that scales across geographies
Partner closely with engineering and product teams to leverage Genspark’s super agent capabilities in revolutionary ways
Pioneer new support methodologies that combine human expertise with AI augmentation
Transform our support function into a competitive advantage and showcase for what’s possible with AI
Continuously experiment with and implement cutting-edge support technologies
Analyze support patterns to identify recurring pain points and systemic issues
Translate customer feedback into actionable product insights and feature requests
Work cross-functionally to ensure customer challenges are solved at the product level, not just the support level
Build feedback loops that make support requests progressively unnecessary through proactive product improvements
Measure success not just by tickets resolved, but by tickets prevented
Qualification
Required
5-10 years of hands-on support experience in technology/software companies
Proven leadership in building and scaling support teams from the ground up
Direct experience supporting millions (preferably tens of millions) of users
Demonstrable success in maintaining high customer satisfaction scores (CSAT, NPS) at scale
Experience designing and implementing support operations, tools, and processes
Experience managing distributed teams across multiple time zones and cultures
Ambitious & Motivated: You're driven by the opportunity to build something unprecedented and set new industry standards
Humble: You lead by example, roll up your sleeves, and value every team member's contribution
Exceptional Communicator: You can translate complex technical issues into clear solutions and rally teams around a shared vision
Passionate: You genuinely care about customer experience and see support as a strategic function, not a cost center
Data-Driven: You make decisions based on metrics and continuously optimize for better outcomes
Innovative: You're excited about leveraging AI and new technologies to reimagine what support can be
Preferred
Experience with AI-powered support tools or automation
Multilingual capabilities
Background in fast-growing startups or hyper-growth environments
Technical aptitude to understand and communicate about complex AI products
Experience turning support insights into product features
Company
Genspark
Genspark is an all-in-one AI Workspace on a mission to enable the 3-day work week for 1 billion+ knowledge workers.
11-50 employees
Funding
Current Stage
Early StageRecent News
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