Head of Professional Services – Customer Support

Rockstar

Strategic leader managing customer support and professional services operations at an urban forestry software provider. Driving efficiency through AI, automation, and technical expertise in databases.

Posted 7/30/2026full-timeRemote • 🇨🇦 CanadaLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in SQL and relational databases, particularly PostgreSQL, while leading a team through organizational change and implementing AI-driven solutions to enhance support operations. Excels in stakeholder management, prioritization, and clear communication to drive efficiency and improve customer experiences.

Highest-signal resume keywords

SQL ProficiencyTeam LeadershipAI-Driven Workflow ImplementationZendesk ExpertiseStakeholder Management

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

SQLPostgreSQLRelational DatabasesAI Tools ImplementationData AnalysisDatabase TroubleshootingWorkflow OptimizationTicketing WorkflowsGIS Data HandlingQuery Writing

Soft Skills

Clear CommunicationEmpathyOrganizational SkillsPrioritizationDiplomacy

Tools & Technologies

ZendeskHubSpotAI ToolsJiraQGIS

Industry Keywords

Technical SupportProfessional ServicesSolutions EngineeringCustomer SuccessData Workflows

Tech Stack

Tools & technologies

MySQLPostgresSQL

About the role

Key responsibilities & impact

Leads, coaches, and develops a team of 6 across support and professional services – running 1:1s, team meetings, and performance management.
Drives the ongoing restructuring of the team for efficiency, including redefining roles, workflows, and day-to-day responsibilities. Supports team members through these transitions with clear communication and hands-on guidance.
Builds systems for workload management, prioritization, and accountability that scale as the team evolves.
Creates clarity from ambiguity: translates competing stakeholder needs into well-defined priorities and execution plans the team can act on.
Brings hands-on proficiency with SQL and relational databases (PostgreSQL preferred) to support, troubleshoot, and mentor the team on complex data issues.
Understands how database-driven workflows underpin the company's support operations – from data imports and migrations to query-based investigations and bulk updates.
Serves as a technical escalation point for Tier 3 issues involving database integrity, schema inconsistencies, API integrations, and GIS data workflows.
Bridges the gap between the support team and Engineering by providing detailed technical context on bugs and systemic issues originating in the data layer.
This is not a nice-to-have. The company expects this person to fundamentally rethink how the team operates using AI and automation.
Identifies and implements AI-driven solutions across the support function – automated customer responses, AI-assisted triage, knowledge base generation, proactive outreach, and self-service tools.
Evaluates and deploys AI tools (e.g., Zendesk AI, ChatGPT/Claude integrations, custom workflows) to reduce manual effort and accelerate resolution times.
Builds toward a future-state vision where AI handles a significant share of routine support volume, freeing the team for higher-value work.
Stays current on AI capabilities relevant to support operations and continuously pushes the team to adopt smarter ways of working.
Manages competing priorities across internal teams (Customer Success, Services, Sales) and external stakeholders (customers, reseller partners) with diplomacy and decisiveness.
Owns the support and PS backlog: triages, prioritizes, and communicates status clearly to all stakeholders.
Brings a service-minded attitude paired with the confidence to set boundaries, push back when needed, and communicate trade-offs effectively.
Represents the voice of the customer in cross-functional discussions while balancing operational reality.
Owns and improves support processes including ticketing workflows, SLAs, escalation paths, and documentation.
Optimizes the current multi-system environment (Zendesk + HubSpot) – Zendesk expertise is strongly preferred.
Tracks and reports on key metrics (resolution times, CSAT, backlog health, team utilization) to drive data-informed decisions.
Identifies inefficiencies and leads rapid-cycle improvements that make the team measurably more productive.
Ensures timely, high-quality, empathetic customer support across all channels.
Collaborates with Product, Engineering, Customer Success, and GIS Consulting to resolve complex issues and improve the end-to-end customer journey.
Supports customer onboarding, training, and data workflows as needed, including GIS data preparation and review.

Requirements

What you’ll need

5+ years in technical support, solutions engineering, professional services, or application support.
2+ years managing or leading a team, with demonstrated experience coaching through organizational change.
Proficient in SQL with hands-on experience working with relational databases (PostgreSQL, MySQL, or similar). Comfortable writing queries, diagnosing data issues, and mentoring others on database fundamentals.
Strong AI literacy – actively uses AI tools in their work today and has a point of view on how AI transforms support operations. Experience implementing AI-driven workflows is a significant plus.
Experience with Zendesk (strongly preferred) and familiarity with multi-system support environments (e.g., HubSpot, Jira).
Excellent stakeholder management skills – able to navigate competing priorities, create clarity from ambiguity, and communicate trade-offs with both internal teams and external partners.
Strong organizational and prioritization skills with a bias toward action and rapid iteration.
Clear, confident communicator (English) who can translate technical complexity for non-technical audiences and deliver difficult messages with empathy and professionalism.
Comfort working with GIS data formats and tools (Shapefiles, GeoJSON, QGIS) or strong willingness to learn.

Benefits

Comp & perks

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Leads, coaches, and develops a team of 6 across support and professional services – running 1:1s, team meetings, and performance management.
Drives the ongoing restructuring of the team for efficiency, including redefining roles, workflows, and day-to-day responsibilities. Supports team members through these transitions with clear communication and hands-on guidance.
Builds systems for workload management, prioritization, and accountability that scale as the team evolves.
Creates clarity from ambiguity: translates competing stakeholder needs into well-defined priorities and execution plans the team can act on.
Brings hands-on proficiency with SQL and relational databases (PostgreSQL preferred) to support, troubleshoot, and mentor the team on complex data issues.
Understands how database-driven workflows underpin the company's support operations – from data imports and migrations to query-based investigations and bulk updates.
Serves as a technical escalation point for Tier 3 issues involving database integrity, schema inconsistencies, API integrations, and GIS data workflows.
Bridges the gap between the support team and Engineering by providing detailed technical context on bugs and systemic issues originating in the data layer.
This is not a nice-to-have. The company expects this person to fundamentally rethink how the team operates using AI and automation.
Identifies and implements AI-driven solutions across the support function – automated customer responses, AI-assisted triage, knowledge base generation, proactive outreach, and self-service tools.
Evaluates and deploys AI tools (e.g., Zendesk AI, ChatGPT/Claude integrations, custom workflows) to reduce manual effort and accelerate resolution times.
Builds toward a future-state vision where AI handles a significant share of routine support volume, freeing the team for higher-value work.
Stays current on AI capabilities relevant to support operations and continuously pushes the team to adopt smarter ways of working.
Manages competing priorities across internal teams (Customer Success, Services, Sales) and external stakeholders (customers, reseller partners) with diplomacy and decisiveness.
Owns the support and PS backlog: triages, prioritizes, and communicates status clearly to all stakeholders.
Brings a service-minded attitude paired with the confidence to set boundaries, push back when needed, and communicate trade-offs effectively.
Represents the voice of the customer in cross-functional discussions while balancing operational reality.
Owns and improves support processes including ticketing workflows, SLAs, escalation paths, and documentation.
Optimizes the current multi-system environment (Zendesk + HubSpot) – Zendesk expertise is strongly preferred.
Tracks and reports on key metrics (resolution times, CSAT, backlog health, team utilization) to drive data-informed decisions.
Identifies inefficiencies and leads rapid-cycle improvements that make the team measurably more productive.
Ensures timely, high-quality, empathetic customer support across all channels.
Collaborates with Product, Engineering, Customer Success, and GIS Consulting to resolve complex issues and improve the end-to-end customer journey.
Supports customer onboarding, training, and data workflows as needed, including GIS data preparation and review. 🎯 Requirements
5+ years in technical support, solutions engineering, professional services, or application support.
2+ years managing or leading a team, with demonstrated experience coaching through organizational change.
Proficient in SQL with hands-on experience working with relational databases (PostgreSQL, MySQL, or similar). Comfortable writing queries, diagnosing data issues, and mentoring others on database fundamentals.
Strong AI literacy – actively uses AI tools in their work today and has a point of view on how AI transforms support operations. Experience implementing AI-driven workflows is a significant plus.
Experience with Zendesk (strongly preferred) and familiarity with multi-system support environments (e.g., HubSpot, Jira).
Excellent stakeholder management skills – able to navigate competing priorities, create clarity from ambiguity, and communicate trade-offs with both internal teams and external partners.
Strong organizational and prioritization skills with a bias toward action and rapid iteration.
Clear, confident communicator (English) who can translate technical complexity for non-technical audiences and deliver difficult messages with empathy and professionalism.
Comfort working with GIS data formats and tools (Shapefiles, GeoJSON, QGIS) or strong willingness to learn. Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs VP, Customer Success – Support 🕒 2 days ago Spellbook 51 - 200 ⚖️ Legal ☁️ SaaS 🤖 Artificial Intelligence Website LinkedIn All Job Openings VP of Customer Success & Support at Spellbook, ensuring value for customers through effective post-sale strategies. Lead a global team focused on customer retention and satisfaction. 🇨🇦 Canada – Remote ⏰ Full Time 🔴 Lead 💝 Customer Support View More Customer Support Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Is Remote Rocketship legit? Privacy policy Terms of service Job board SEO course Remote Job Search MasterClass AI Apply Copilot OpenClaw job finder Find jobs using your resume Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs