Head of Customer Support - Remote

Overview

We’re looking for an experienced Head of Customer Support to build and lead a world-class team that drives customer retention, growth, and satisfaction. Today this function is primarily B2C, but will likely become more balanced between B2C and B2B in the future as our new product matures.

In Short

• Define and lead the Customer Support function for StackBlitz and Bolt.new.
• Develop and execute strategies to drive customer retention, satisfaction, and expansion.
• Build and mentor a high-performing customer support team.
• Improve operational efficiency by launching AI-driven support solutions.
• Oversee the customer support tech stack and optimize tools and workflows.
• Partner with Product, Engineering, and Sales to advocate for customer needs.
• Own forecasting and capacity planning for the support team.
• Implement AI, automation, and process improvements.
• Identify and remove friction points in customer experience.
• Define and track KPIs for customer interactions and team performance.

Requirements

• 7+ years of experience in Customer Support or related function.
• Proven leadership experience in building high-performing teams.
• Technical acumen in developer workflows and cloud environments.
• Experience with AI-driven support solutions.
• Strong analytical skills for optimizing support metrics.
• Excellent communication and stakeholder management skills.
• A passion for customer advocacy.

Benefits

• Opportunity to build and scale a high-impact team.
• Work closely with engineering, sales, and product teams.
• Flexible working environment.
• Focus on continuous learning and career development.