• Lead, mentor, and develop a high-performing Customer Support organization. • Establish a culture of ownership, accountability, and operational excellence. • Build and maintain onboarding, training, and certification programs to elevate technical proficiency and consistency. • Own end-to-end support operations across all reactive channels (ticketing, email, chat, phone). • Standardize ticket intake, triage, prioritization, escalation, and resolution workflows. • Define and enforce SLAs, service level targets, and incident response procedures. • Monitor ticket volume, backlog health, aging, and response trends to ensure consistent service delivery. • Implement automation and AI-driven workflows to reduce repetitive and manual support work. • Develop and execute a knowledge base and self-service strategy that increases ticket deflection. • Partner closely with Product to surface trends, defects, and usability issues impacting support volume and customer experience.