Role Description GOARC is hiring its first dedicated Customer Support leader to build a modern, scalable global support organization from the ground up. This is a change management role as much as it is an operational one. You will need to design the model, implement the tooling, and establish the processes for a team accustomed to handling support informally. One of your earliest priorities will be designing a support model that enables a lean, globally distributed team to deliver consistent service across time zones, including after-hours and weekend support for enterprise customers with 24×7 operational requirements. You will own that question and build the answer. You will build authority through results: standing up the operating model, earning the trust of internal teams, and demonstrating that a dedicated support function outperforms the informal model it replaces. As GOARC grows, you will hire, coach, and develop the Customer Support organization. What You'll Do and Own - Support Operating Model Design: - Design and implement a tiered support model that matches issue complexity to the right resource. - Build the intake, triage, routing, and escalation workflows. - Define severity classifications, SLA commitments, and escalation thresholds. - Establish governance and reporting for support performance visibility. - Deflection and Self-Service: - Build a deflection strategy that reduces inbound support volume through better customer enablement. - Create a well-structured knowledge base, searchable troubleshooting guides, and proactive customer education. - Tier 1 Ownership and Escalation Coordination: - Own Tier 1 support operations directly. - Establish clear escalation criteria and handoff protocols for Tier 2 and Tier 3 issues. - Ensure escalations are tracked, communicated, and resolved with appropriate urgency. - Serve as the primary point of accountability for customer-facing communication during active support cases. - Global Coverage Model: - Design and implement a coverage model that meets the 24x7 support expectations. - Utilize follow-the-sun scheduling, strategic use of offshore resources, and automation of routine responses. - Tooling and Infrastructure: - Finalize the selection and lead implementation of a modern ticketing platform. - Ensure the platform supports SLA tracking, escalation workflows, and operational reporting. - Integrate support data with CRM and Customer Success platforms. - Customer Success Partnership: - Own the operational relationship with Customer Success, Product, Engineering, and Professional Services. - Ensure support trends inform CS account reviews and renewal conversations. - Continuous Improvement: - Analyze support trends, root causes, and recurring customer challenges regularly. - Leverage AI and automation to improve customer self-service and accelerate issue resolution. - Track and report on key support metrics including volume, resolution time, and customer satisfaction. Qualifications - 7+ years in customer support, technical support, service delivery, or a related customer-facing function within a B2B SaaS environment. - Experience building or significantly transforming a customer support organization in a high-growth SaaS environment. - Demonstrated experience designing or maturing a tiered support model, including triage, escalation, and SLA frameworks. - Strong analytical and problem-solving skills with the ability to distinguish configuration issues from product defects. - Experience implementing or optimizing support ticketing platforms and knowledge management systems. - Strong written and verbal communication skills, including executive-level escalation communication. - Demonstrated change management capability, with experience transitioning informal or distributed support activity into a structured function. - Ability to operate independently in an environment where processes are still being established. Preferred Qualifications - Experience supporting enterprise customers in operationally critical, regulated, or safety-driven environments. - Experience designing a global support coverage model for a lean, distributed team. - Experience managing executive-level escalations and business-critical production incidents. - Familiarity with ITIL, incident management, problem management, and root cause analysis frameworks. - Experience coordinating cross-functional resolution efforts across Product, Engineering, Professional Services, and Customer Success. - Experience supporting complex SaaS applications involving workflow automation and integrations. - Familiarity with CRM and customer success platforms and their integration with support tooling. What Success Looks Like - First 60 Days: - Assess the current state, establish the foundations, and take ownership of active support operations. - Develop a deep understanding of GOARC's products, customers, and common support issues. - Evaluate current support processes, escalation paths, tooling, and team dependencies. - Establish standardized triage, routing, and escalation procedures. - Implement baseline support reporting and operational visibility. - Reduce direct-to-Delivery support requests through a structured intake process. - First 6 Months: - Fully implement and operationalize the GOARC Support Operating Model. - Deploy and optimize a scalable ticketing platform with SLA tracking and escalation workflows. - Launch a customer-facing knowledge base and internal support playbooks. - Finalize and implement the global coverage model. - Establish recurring support reviews, trend analysis, and root cause management processes. - Demonstrate measurable reduction in Delivery resource dependency for routine support activity. Why You Might Love This Role - Build an enterprise support organization from the ground up. - Shape a function that becomes a strategic differentiator for GOARC. - Work closely with executive leadership to influence company strategy. - Select and implement the technology stack. - Hire and develop the future support team. - Work directly with global industrial enterprises solving mission-critical problems. Why This Role Matters For GOARC's enterprise customers, operational continuity is not optional. Customer support, done well, is one of the most powerful drivers of customer trust and long-term retention. As GOARC's first dedicated Customer Support leader, you'll define how enterprise customers experience our company long after implementation. The organization you build will become a competitive advantage, strengthening customer trust, accelerating growth, and helping protect the people who rely on GOARC every day. Benefits - Competitive compensation - Comprehensive medical, dental, and vision coverage - 401(k) retirement savings plan - Flexible paid time off and company holidays - Professional development and industry conference opportunities - Remote-first work environment with flexibility