Measured

Head of Customer Support – Technical Operations

Measured

full-time

Posted on:

Location Type: Remote

Location: Texas • United States

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Job Level

Lead

About the role

  • Build, lead, and design best-in-class customer support organization trusted by enterprise customers
  • Deliver fast, accurate, and clear support that reinforces confidence in Measured’s data and platform
  • Ensure onboarding and technical operations are designed to enable support excellence
  • Reduce customer-impacting issues through prevention, automation, and systemic fixes
  • Scale support quality without scaling human effort linearly
  • 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.

Requirements

  • Ideal Experience
  • -
  • - Ideal Experience & Profile
  • - 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
  • - Why This Role Matters
  • - In a measurement business, customer support is not a cost center — it is a trust engine. This role ensures that Measured’s customers experience clarity, confidence, and reliability at every stage of their post-sales journey, while building the operational systems needed to scale support excellence as the business grows.
Benefits
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Applicant Tracking System Keywords

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Hard Skills & Tools
customer supportsupport systems designincident managementtechnical onboardingautomationKPI trackingdata integrationsupport quality standardsescalation frameworkssupport tiers
Soft Skills
leadershipcommunicationempathyaccountabilityjudgmentcontinuous improvementtrust buildingcollaborationproblem-solvingtraining