Customer Experience Lead

Company Description

Elementary is the leading platform for data and AI reliability, combining observability, quality assurance, governance, and discovery. It empowers teams to deliver trustworthy data at scale, catering to both engineers working in code and business users leveraging AI-based validation. The platform allows its users to navigate the complexities of the modern AI-driven world with confidence and efficiency.

We're looking for a Customer Experience Lead to scale our support operation as we grow our customer base.

You'll own the entire support function, from directly engaging with customer inquiries to designing automated workflows and building internal tools that improve efficiency. Working closely with R&D, you'll tackle complex issues and help shape feature requests. As we scale, you'll build and lead a support team.

‍

• Lead our support function end-to-end, from strategy to execution
• Engage with tens of customers and our OSS Community, partner with R&D and Product on technical issues and feature requests
• Design and implement scalable support processes, automation, and internal tools (email, ticketing, workflows)
• Track support metrics and drive efficiency improvements
• Act as the voice of the customer to improve product experience
• Recruit and manage a support team as we grow

‍

Must Have

• Strong technical understanding (Computer Science background preferred)
• Management skills and leadership mindset
• Collaborative team player across Product, Engineering, and Marketing
• Takes ownership and leads things end-to-end
• Sharp, curious, detail-oriented, loves diving deep
• Can build and improve processes

‍

Big Advantage

• Previous experience as Support Lead at a technical product company
• Experience with AI products or environments
• Track record growing support from simple to complex operations
• Built automation, internal tools, or support workflows

‍

Who You Are

• Long-term potential and excited about building this function
• Wants to manage a team and own the full support system
• Thrives in fast-paced environments and loves solving problems