Customer Support Lead

About the role

We are building a liquid market for GPU offtake and need a hands‑on Customer Support Lead to own day‑to‑day support and success for our enterprise customers. You will shape the support function, create repeatable processes, and ensure customers feel backed 24/7.

Key responsibilities

• Lead and grow a support team that partners with engineering to deliver world‑class end‑to‑end customer support.
• Build and maintain runbooks, SOPs, and escalation paths for daily operations.
• Define and own support metrics such as CSAT, first‑response time, time‑to‑resolve, and SLA compliance.
• Collaborate with engineering leadership to size support coverage and scheduling according to SLAs.
• Coordinate incident response and escalation with colocation/data‑center partners and hardware OEMs.
• Own the support stack—including ticketing, monitoring/alerting, and knowledge‑base—and keep it clean and useful.

Required profile

• Proven experience leading customer support or success teams in a fast‑growing technical environment.
• Strong operational mindset with the ability to design and scale processes.
• Excellent communication skills to work cross‑functionally with engineering, data‑center partners, and customers.

Required skills

• Ticketing system management
• Monitoring and alerting tools
• Knowledge‑base creation and maintenance
• Incident escalation and coordination with data‑center partners