Director of Customer Support
Crusoe
Customer Service
San Francisco, CA, USA
USD 190k-220k / year + Equity
Posted 6+ months ago
Crusoe is building the World’s Favorite AI-first Cloud infrastructure company. We’re pioneering vertically integrated, purpose-built AI infrastructure solutions trusted by Fortune 500 companies to power their most advanced AI applications. Crusoe is redefining AI cloud infrastructure, with a mission to align the future of computing with the future of the climate. Our AI platform is recognized as the "gold standard" for reliability and performance. Our data centers are optimized for AI workloads and are powered by clean, renewable energy.
Be part of the AI revolution with sustainable technology at Crusoe. Here, you'll drive meaningful innovation, make a tangible impact, and join a team that’s setting the pace for responsible, transformative cloud infrastructure.
About This Role:
As the Director of Customer Support, you will be instrumental in expanding Crusoe's growing Customer Support organization and driving the adoption of Crusoe Cloud. This leadership role demands a strategic thinker who can develop and execute comprehensive account playbooks, ensuring quarter-over-quarter growth. You will build and manage a high-performing support team, fostering a culture of technical excellence and customer advocacy. Your expertise will be vital in collaborating with engineering and product teams to enhance product quality and proactively address customer needs. This position requires a leader who can not only speak at a technical level but also think strategically about account growth and customer experience. You will drive initiatives to optimize our support model, reduce incidents, and leverage data to inform executive-level decisions.
What You’ll Be Working On:
Develop and implement comprehensive account playbooks to drive Crusoe Cloud adoption and growth.
Lead and expand Crusoe's Customer Support organization.
Manage teams responsible for troubleshooting issues related to Infiniband, containerization, and distributed training.
Collaborate with engineering and product teams to improve product quality and develop customer-focused playbooks.
Work alongside Crusoe’s engineering leaders to solve proactive issues and manage customer incident support.
Drive initiatives to reduce escalations, incidents, and outages, leveraging key KPIs and observability data.
Build and manage customer-tier support structures.
Dive into data reporting and discuss insights with executive leaders.
What You’ll Bring to the Team:
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Leadership & Customer Operations Expertise:
8-10 years of experience in customer operations.
Proven ability to build and lead high-performing customer support teams.
Experience building support models for enterprise organizations.
Ability to develop and implement customer tier support structures.
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Technical & Strategic Acumen:
Technical expertise in one orchestration/scheduling technology, Linux, virtualization, and storage skills.
Background working with engineering teams supporting Infra-as-a-code practices.
Ability to speak at a technical level and think strategically about account growth.
Ability to analyze data and present insights to executive leaders.
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Problem-Solving & Collaboration:
Experience leading teams that troubleshoot complex technical issues.
Ability to collaborate effectively with engineering and product teams.
Strong ability to drive initiatives to reduce incidents and improve customer experience.
Key Requirements:
Proven experience in building and scaling customer support organizations.
Strong understanding of enterprise support models.
Ability to develop and implement strategic account playbooks.
Technical proficiency in relevant technologies.
Excellent communication and leadership skills.
Benefits:
Hybrid work schedule
Competitive Paid Time Off
Industry competitive pay
Retirement benefits
Healthcare benefits including Medical, Dental, and Vision
Short and Long-Term Disability Insurance
Life Insurance
Paid Parental Leave
Subscription to Calm App
Compensation Range:
Compensation will be paid in the range of $190-220k base. Restricted Stock Units are included in all offers. Compensation to be determined by the applicants knowledge, education, and abilities, as well as internal equity and alignment with market data.
Crusoe is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, disability, genetic information, pregnancy, citizenship, marital status, sex/gender, sexual preference/ orientation, gender identity, age, veteran status, national origin, or any other status protected by law or regulation.