Head of Support

Nexus Cognitive

Head of Support overseeing customer support strategy at NexusOne. Building a high-performing support team and driving customer satisfaction through innovative processes.

Posted 7/29/2026full-timeAtlanta • 🇺🇸 United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in building and leading high-performing customer support teams, with a strong focus on data-driven decision-making and continuous improvement of support processes. Proficient in utilizing modern support tools and collaborating cross-functionally to enhance customer experience.

Highest-signal resume keywords

Customer Support LeadershipData FluencySupport Tooling ExperienceCross-Functional CollaborationProcess Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Support StrategyKPI SettingDashboard BuildingSupport Process DesignPerformance Management

Soft Skills

Excellent CommunicationDe-Escalation SkillsBias Toward Action

Tools & Technologies

ZendeskIntercomFreshdeskHelp Desk Platforms

Industry Keywords

SaaSCustomer ExperienceTechnical SupportSupport AutomationBPO Relationships

About the role

Key responsibilities & impact

Own the overall support strategy and roadmap for Nexus One, from ticket handling to proactive customer success initiatives
Build, lead, and grow a high-performing support team, including hiring, coaching, and performance management
Define and track key support metrics (CSAT, response time, resolution time, ticket volume trends) and drive continuous improvement against them
Design and implement scalable support processes, tooling, and workflows (help desk platforms, macros, knowledge base, escalation paths)
Partner closely with Product and Engineering to surface recurring customer issues, feature requests, and bugs, and ensure they're prioritized appropriately
Own the support budget, staffing plan, and any outsourced/BPO relationships if applicable
Establish tiered support structures (L1/L2/L3) and clear escalation criteria for complex or high-priority issues
Build out self-serve resources — help center content, FAQs, in-app guidance — to reduce ticket volume where possible
Represent the voice of the customer in cross-functional planning and leadership discussions
Handle high-stakes or executive-level customer escalations personally when needed

Requirements

What you’ll need

7+ years in customer support or customer experience roles, with at least 3+ years in a leadership capacity
A track record of building or significantly scaling a support function, ideally at a SaaS or tech product company
Strong data fluency — comfortable setting KPIs, building dashboards, and using metrics to make decisions, not just report on them
Experience with modern support tooling (e.g., Zendesk, Intercom, Freshdesk, or similar)
Excellent written and verbal communication skills; you can de-escalate a frustrated customer and also explain a technical issue clearly to a non-technical exec
A genuine bias toward action — you'd rather ship an improved process this week than have a perfect plan next quarter
Experience partnering cross-functionally with Product and Engineering teams to close the loop between customer feedback and the roadmap
Comfort operating in a fast-moving environment with evolving priorities
Nice to have:
Experience supporting a technical or platform product (API, infrastructure, or developer-facing tools)
Familiarity with support automation, AI-assisted support tooling, or chatbot deployment
Prior experience building a support team from the ground up

Benefits

Comp & perks

A collaborative team culture built on curiosity and respect
Challenging work where your contributions clearly matter
A leadership team that invests in learning and development
The opportunity to work at the intersection of cloud, data, and AI innovation