• Build, lead, and design best-in-class customer support organization trusted by enterprise customers • Deliver fast, accurate, and clear support that reinforces confidence in Measured’s data and platform • Ensure onboarding and technical operations are designed to enable support excellence • Reduce customer-impacting issues through prevention, automation, and systemic fixes • Scale support quality without scaling human effort linearly • Design, build, and scale a modern customer support function, including: - Support tiers and specialization models (L1/L2/L3) - Escalation frameworks and incident ownership - Support operating rhythms and quality standards • Establish support as a trusted, high-credibility function for enterprise customers. • Own all steady state support for customer facing GA products, including day-to-day issues and critical escalations. • Ensure support responses balance speed, accuracy, and clarity, especially in high-stakes situations. • Define and track support KPIs including CSAT, response time, resolution time, and repeat issue rates. • Build robust internal knowledge bases, playbooks, and response standards. • Ensure support teams are trained to clearly explain: - Platform behavior and outputs - Common data and integration issues - Incident impact and resolution paths • Establish QA processes for support interactions to ensure consistency and correctness. • Drive self-service where appropriate without degrading customer trust. • Own technical onboarding and integrations to ensure customers start with clean, reliable setups. • Define onboarding success criteria, exit gates, and clean handoffs into support. • Reduce onboarding variability and early-life escalations through standardization and tooling. • Ensure onboarding quality directly reduces downstream support burden. • Own post-sales technical reliability, including monitoring, escalation coordination, and root-cause remediation. • Act as the customer-facing owner during technical incidents, ensuring transparent communication and trust recovery. • Partner with Engineering to eliminate recurring issues and operational debt. • Own internal tooling and backend workflows that support onboarding and support execution. • Identify and eliminate unnecessary manual work across onboarding and support. • Drive automation and tooling investments that reduce support load without sacrificing quality. • Track and improve operational leverage metrics (automation %, human hours per account). • Ensure support and onboarding scale sustainably as customer volume and complexity grow. • Serve as the primary voice of post-sales customer reality to Product and Engineering. • Surface recurring issues, confusion patterns, and reliability risks with clear evidence. • Partner with Product and Engineering to influence priorities that improve supportability. • Ensure support readiness for new launches, features, and platform changes. • Hire, develop, and retain high-performing support and technical operations leaders. • Build clear career paths and expectations across support, onboarding, and technical specialists. • Foster a culture of empathy, accountability, calm execution, and continuous improvement. • Ensure stakeholders across the company trust this organization to deliver customer-critical outcomes.