Head of Customer Support Technology

MongoDB•Palo Alto, CA

11d•Hybrid

About The Position

The Head of Customer Support Technology is responsible for transforming Customer Support into an AI-first, automation-led, insight-driven organization. This leader will design and execute a technology strategy where AI is not an add-on, but the foundation of how support operates — from customer self-service and intelligent routing to real-time agent augmentation and predictive service operations. The role sits in the IT organization, and will define how emerging AI capabilities fundamentally reshape customer experience, agent productivity, and cost structure. We are looking to speak to candidates who are based in Palo Alto / San Francisco or New York City for our hybrid working model.

Requirements

Track Record: 10+ years experience with proven success in leading AI adoption and implementation at scale in companies of comparable size and complexity
Product Management experience - Experience working in IT as a product manager including but not limited to user interviews, discovery, scoping, product vision and roadmap definition, product execution and delivery against the roadmap and measurement of product adoption and definition and tracking of other success metrics
Technical Depth: Strong knowledge of post sales and customer success platforms, enterprise data platforms, RAG solutions, intelligent workflow automation, and enterprise integration
Strategic Leadership: Demonstrated ability to set vision, build consensus, and drive measurable business value through AI
Communication: Excellent stakeholder management, communication, and change leadership skills
Education: Bachelor’s degree required (comp science preferred); Master’s or MBA preferred

Responsibilities

Partner with the Technical Support organization, Customer Success and Professional Services organization to understand the business objectives and chart out a technology strategy and roadmap to address their needs.
AI-First Strategy & Transformation
Define and own a multi-year AI roadmap for post sales. The capabilities should ideally include Suggested responses Knowledge article generation Case summarization Sentiment detection Next-best-action recommendations
Reimagine support workflows assuming AI agents and copilots are default participants
Lead transition from reactive case management to predictive, proactive service
Establish governance for responsible and secure AI deployment
Autonomous & Conversational AI
Architect scalable conversational AI platforms for chat, voice, and digital channels
Lead implementation of AI solutions using modern AI native platforms
Develop frameworks to measure AI containment rates, hallucination risk, escalation patterns, and customer trust
Continuously tune models based on real customer interaction data
Intelligent Case Lifecycle & Automation
Implement predictive case routing based on complexity and skill
Automate repetitive workflows and approvals
Use machine learning to detect systemic product issues and trigger escalation automatically
Drive closed-loop feedback into Product and Engineering
Data, Insights & Predictive Analytics
Establish unified support data architecture
Build real-time dashboards with actionable insights
Develop predictive models for: Volume forecasting Churn risk SLA breach risk Escalation likelihood
Transform support data into a strategic asset
Platform & Architecture Ownership
Own the support technology stack end-to-end
Ensure integration with Sales, Customer Success, Billing, and Product systems
Standardize APIs and data models to support AI training and analytics
Ensure high availability, security, and compliance
Change Leadership
Lead cultural transition to AI-augmented support
Upskill agents and managers in AI collaboration
Build trust through transparent AI governance and explainability
Partner with HR and Enablement to redefine roles and career paths in an AI-native organization