客户服务主管
Director of Customer Support
我们是谁
Athos Commerce 让电商和数字营销团队能够更好地掌控产品在网站上以及所有数字营销渠道中的发现、陈列和销售方式。我们的工具涵盖人工智能驱动的搜索、个性化推荐、智能陈列、优化的产品数据分发、A/B 测试以及市场/社交电商表现。
我们帮助品牌通过更清晰的可见性、更高的转化率和更少的摩擦实现增长。由 PSG Equity 投资，并由遍布北美、欧洲和亚太地区的全球团队支持，我们正在为商业的下一阶段打造实用而强大的工具。Athos Commerce 在每个接触点上将消费者意图与产品可见性结合起来。
你是什么样的人
- 以客户为中心的领导者，对服务质量和响应速度设定高标准。
- 能够在全球支持组织中建立结构、问责制和一致性的实干型管理者。
- 善于培养团队并提升技术能力的优秀人才领导者。
- 善于利用支持指标进行数据驱动决策，识别机会并提升绩效。
- 能在技术和面向客户的团队之间有效协作的合作伙伴。
- 在处理复杂客户升级问题时能保持冷静并果断决策的领导者。
- 在应用人工智能和自动化改善客户体验方面具有前瞻性且务实。
你会做什么
在这个职位上，你将领导 Athos Commerce 的全球客户支持职能，并在各个地区建立一致的支持卓越标准。你将与工程、产品、客户成功、专业服务和实施团队紧密合作，提高响应和解决时间，加强技术支持能力，并确保升级流程在各团队间顺畅进行。你将负责支持服务级别、流程、绩效报告、团队发展和持续改进计划。你将在创建可扩展的支持组织中发挥关键作用，随着 Athos 的成长，增强客户信任和满意度。
你如何取得成功
- 建立并维护一个响应迅速、一致的全球支持运营。
- 在支持队列中建立服务级别，并为一线支持团队明确责任。
- 制定有效的升级流程，将客户问题快速传递给相应团队。
- 跟踪并报告支持 KPI 给高级管理层，包括响应时间、解决时间、升级情况和客户满意度。
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Who we are
Athos Commerce enables ecommerce and digital marketing teams greater control over how their products are found, merchandised, and sold—on-site and across all digital marketing channels. Our tools span AI-powered search, personalized recommendations, smart merchandising, optimized product data syndication, A/B Testing and marketplace/social commerce performance.
We help brands grow with sharper visibility, higher conversion, and less friction. Backed by PSG Equity and supported by a global team across North America, Europe, and APAC, we are building practical, powerful tools for thenext era of commerce. Athos Commerce unites shopper intent and product visibility across every touchpoint.
Who You Are
- Customer-focused leader who sets a high standard for service quality and responsiveness.
- Hands-on operator who can build structure, accountability, and consistency across a global support organization.
- Strong people leader who develops teams and raises technical capabilities.
- Data-driven decision maker who uses support metrics to identify opportunities and improve performance.
- Collaborative partner who works effectively across technical and customer-facing teams.
- Calm and decisive leader who can navigate complex customer escalations.
- Forward-thinking and practical in applying AI and automation to improve the customer experience.
What You'll Do
In this role, you will lead Athos Commerce’s global Customer Support function and establish a consistent standard of support excellence across regions. You will work closely with Engineering, Product, Customer Success, Professional Services, and Implementation to improve response and resolution times, strengthen technical support capabilities, and ensure escalations move smoothly across teams. You will own support service levels, processes, performance reporting, team development, and continuous improvement initiatives. You will play a key role in creating a scalable support organization that strengthens customer trust and satisfaction as Athos grows.
How You Will Succeed
- Build and maintain a responsive, consistent global support operation.
- Establish service levels across support queues and create clear accountability for frontline support teams.
- Develop effective escalation processes that move customer issues quickly to the appropriate teams.
- Track and report support KPIs to the Senior Leadership Team, including response times, resolution times, escalations, and customer satisfaction.
- Partner with Engineering, Product, Customer Success, Professional Services, and Implementation to resolve complex customer issues.
- Increase the technical capability of the support team through coaching, training, and development.
- Develop playbooks, training materials, knowledge resources, and processes that improve support quality and consistency.
- Apply AI-assisted workflows to improve support speed and accuracy while maintaining appropriate human oversight and customer trust.
- Identify opportunities to improve support processes, tooling, and automation as the organization scales.
- Coordinate closely with Professional Services to ensure smooth implementation-to-support handoffs and a consistent post-launch customer experience.
What We're Looking For
- Leadership experience in customer support, technical support, or a similar function within a B2B SaaS company.
- Experience building, scaling, or improving global support operations.
- Demonstrated experience leading and developing customer or technical support teams.
- Experience establishing and managing SLAs, support queues, escalation processes, and performance standards.
- Strong technical aptitude with the ability to understand complex customer issues and develop technical capabilities within a team.
- Experience managing cross-functional escalations involving Engineering, Product, Customer Success, or Professional Services.
- Strong understanding of support KPIs and experience using data to improve team and operational performance.
- Practical understanding of AI-enabled support workflows and automation.
- Excellent customer communication, judgment, and leadership skills.
- Experience supporting ecommerce or commerce technology products is a plus.
Benefits
- Open PTO
- Company-paid health, dental, and vision insurance
- Medical and dependent care flexible spending accounts (FSA)
- Company-paid Short Term and Long Term Disability coverage
- Company-paid Life and AD&D coverage
- Voluntary benefits, including critical illness, accident insurance, legal services, and pet insurance
- 401(k) plan with employer match
- Flexible work environment. Work from one of our offices, hybrid, or remote.
Athos Commerce is an equal-opportunity employer and proud to foster a workplace free from discrimination and harassment. We strongly believe that diverse backgrounds, experiences, and perspectives are essential in cultivating an inclusive culture and building an innovative, successful organization. All qualified applicants are considered for employment, without regard to age, race, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity, or any other protected status. If you require accommodation during the application process, please don't hesitate to contact us.
Originally posted on Himalayas